Customer Success Manager

Veracity is a consulting company
that solves business problems by delivering digital
workflows that matter. We are one of ServiceNow's
largest and fastest-growing Elite services partners, and due
to our rapid growth, we need a Customer Success
Manager.

The Customer Success
Manager plays a critical part in Veracity's professional
services, by managing the relationships we have with
our customers to ensure we continue to deliver
successful outcomes and retain them as a
customer The role of the
Customer Success Manager includes customer support,
managing delivery in some cases and to drive growth
in their accounts

You are
responsible for managing and improving the customer
lifecycle, identifying engagement strategies,
unlocking new sales opportunities and preventing
churn

You will have a
passion for customer satisfaction and helping
businesses be successful through the use of ServiceNow;
be self-motivated, building trust, solving problems and
delivering exceptional customer outcomes across multiple
customer stakeholders. You will know how to form long
lasting trusted relationships at all levels, by
listening and understanding our customers' goals, be the
primary contact for services, handling issues and escalating
as appropriate. You will frequently engage with both
business and project teams to help guide the customer in
their journey beyond project deployment to drive
adoption and further recommendations You will have
excellent verbal and written communication skills and
demonstrated abilities. Customer satisfaction is key to
Veracity's success, there will be times where you will need to
deliver more to maintain our excellent customer satisfaction
rating

We Hire For Culture
First:

Our people are
global go-getters, we look to the long term, we solve
for the customer, and we value open, honest, early
communication.
We believe we
don't exist without exceptional people, so we respect
and value them. We pay fair base and at-risk components
based on experience and the market.Other companies give
you a job We give you an opportunity.

Veracity is focused on
building a people-focused organization with a
long-term culture of excellence. We work hard, we have fun, we
innovate and grow talent

Key Responsibilities

• You will own the
  customer experience and have overall oversight of the
  account, leading the relationship with key account
  stakeholders.
  
  
• A primary
  escalation point for both customer and internal facing
  escalations
  
  
• Identify customer
  needs and goals following on from project
  feedback
  
  
• Able to deliver
  high level demos of ServiceNow to show where value can be
  added
  
  
• Understand
  customers goals and recommend the best solution/s based on
  their specific need/s.
  
  
• Facilitate
  Quarterly Business Reviews (QBR) with Managed Services
  Customers
  
  
• Responsible for
  customers quarterly 'Pulse' survey delivery and monthly
  reporting
  
  
• Reports internally
  to Veracity) on how the customer relationship and
  associated work is
  progressing
  
  
• Reports externally
  to the Customer) on Veracity performance and provides
  recommendations and opportunities to improve their return on
  investment
  
  
• Responsible for
  Non-Technical Managed Services communications to the
  customer
  
  
• Understand the
  progress and status of each customer interaction with
  regular communications
  
  
• Support customers
  and answer or arrange for answers to queries and to solve
  problems
  
  
• Develop
  relationships with key people to ensure they have a great
  experience with ServiceNow and Veracity - involving others
  as needed.
  
  
• Listen to both the
  market and customers to understand the problems they are
  facing and being able to proactively address potential
  concerns before they      become
  issues
  
  
• You will monitor,
  measure and understand customer health and identify
  opportunities to retain and grow customer
  usage
  
  
• Grow usage of
  ServiceNow or introduce new applications within ServiceNow
  by guiding the customers to use the product in the right way
  and identifying    gaps and opportunities to
  reintroduce sales team as required
  
  
• Collaborate with
  sales and project development teams
  
  
• Invest time in
  understanding ServiceNow and ongoing upgrades and
  enhancements by practising continuous learning and training
  utilising Veracity's ServiceNow training
  platform
  
• 
  
  An
  engagement expert also providing support in
  Pre-Sales activities such as questionnaires and
  Pre-Sales
  meetings
  

Requirements

• 
  
  Ability to engage
  and communicate effectively with all levels of customer and
  internal teams
  
  
• Have excellent
  communication and writing skills, and a great team
  attitude.
  
  
• Be empathetic,
  collaborative and have technical
  aptitude
  
  
• Love optimisation
  and be a problem solver, curious to understand the
  why
  
  
• Detail
  oriented
  
  
• Presents ideas
  convincingly to achieve specific
  outcomes
  
  
• Demonstrates skills
  in building consensus and resolving
  conflict
  
  
• Produces clear
  customer and internal reports selecting most appropriate
  style for audience
  
  
• Seeks support from
  peers where appropriate
  
  
• Embracing different
  cultural perspectives, thought diversity and cultivating
  workplace equality
  
  
• Championing
  processes and continual improvement of our ways of
  working
  
  
• Ability to
  influence key decision makers while also being the voice of
  the customer
  
  
• 3+ years'
  experience and evidence showing skills and ability in
  customer success and satisfaction
  
  
• Have the ability to
  work with a high degree of autonomy
  
  
• Basic ServiceNow
  knowledge
  
  
• Creative thinking
  and the ability to think outside the
  box
  
  
• Loving what you
  do
  

Professional
qualifications and education
requirements

The following is preferred but
not a pre-requisite for this position

• 
  
  ServiceNow
  Fundamentals
  
  
• Training in
  Building Relationships, Influencing and
  Negotiation
  
  
• ITIL
  Foundations
  
  

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