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
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