Senior Customer Success Manager - Federal

About the job

• MUST RESIDE IN THE DC METRO AREA
• What you get to do in this role:
• 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

• To be successful in this role you have:
• 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
• For positions in this location, we offer a base pay of $113,700 - $175,000 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
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