Platform Success Manager – ServiceNow

Responsibilities

• Interfaces with customer executive sponsor to create their platform roadmap and shape demand for enterprise consumption.
• Establishes regular cadence with clients to maintain product roadmap and ensure alignment to expected outcomes.
• Maintain strong relationships and ensure highest level of customer satisfaction.
• Serve as primary point of contact and escalation point to address client concerns.
• Play a major role in client kickoff and onboarding process for each new assigned client.
• Effectively articulate business cases and problem statements to technical delivery teams.
• Participate in the staffing and recruiting efforts for additional delivery team resources.
• Day-to-day team resource engagement/direction to ensure continual progress on client projects.
• Monitor KPIs to ensure team production and client profitability.
• Maintain in-depth product knowledge of the ServiceNow platform.
• Participate in industry events as needed.
• Participate in marketing events as needed.
• Develop and build relationships with other AHEAD sales, pre-sales, and delivery team members.
• Identify opportunities to upsell/cross-sell additional CDI products and services.

Requirements

• 5+ years of ServiceNow experience in overseeing platform deployments and support.
• 3+ years of experience leading teams in dotted line or direct organizational structure.
• Strong understanding of the ServiceNow platform capabilities and available integrations.
• Previous experience as a ServiceNow platform owner a plus.
• Certified System Administrator and/or Certified Implementation Specialist preferred.