Senior Customer Success Manager - Moveworks (Federal)

ServiceNow is a global market leader in AI-enhanced technology, and they are seeking a Senior Customer Success Manager to join their Moveworks team. The role involves developing trusted relationships with executive sponsors, driving product value, and collaborating cross-functionally to enhance customer onboarding and engagement.

Responsibilities:

• You partner with our initial customers to drive product value
• You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
• You partner cross-functionally to translate business needs and product requirements into new solutions for customers
• You will evolve and iterate on our customer onboarding strategy
• You work with internal teams and customers to drive adoption, engagement and growth
• You will help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
• You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
• You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap

Requirements:

• You have 5+ years of account management, implementation, or sales experience in software/SaaS
• Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required
• You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
• You have experience supporting deployments with large enterprise customers
• Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal
• You have experience building strong internal and external relationships, including with senior-level executives throughout companies
• You are diplomatic, have tact and you are poised under pressure
• You possess a voracious appetite to learn and grow
• You have completed a Bachelor's degree
• You are willing to travel 10-25% of the time