Enterprise Customer Success Manager

1 week ago


Christchurch, Canterbury, New Zealand Servicenow Full time
Job Title: Strategic Contract Negotiator

About Us
Servicenow is a global company that has transformed the way we work since 2004. With our intelligent cloud-based platform, we empower organizations to find smarter, faster, and better ways to work. Our mission is to make the world work better for everyone.

Job Summary
We are seeking an experienced Renewal Account Manager to join our team. The successful candidate will be responsible for negotiating all facets of renewal contracts, developing win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from Servicenow. Key responsibilities include identifying customer needs, demonstrating account management capabilities, maintaining an understanding of Servicenow licensing models, and guiding appropriate actions with partner teams.

Key Responsibilities
  1. Negotiate all facets of renewal contracts.
  2. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from Servicenow.
  3. Identify customer needs and demonstrate account management capabilities to guide renewal closure.
  4. Maintain an understanding of Servicenow licensing models to provide both sales and customer assistance in licensing discussions.
  5. Monitor customer health metrics to identify risks.
  6. Develop risk mitigation strategies and guide appropriate actions with partner teams.

Qualifications
To be successful in this role, you must have:
  • 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
  • Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
  • Advanced proficiency with contract renewal processes.
  • Excellent customer management skills; including sales, account management, and customer service.
  • Personal initiative to identify areas of process improvement and efficiency.

What We Offer
We offer a dynamic work environment with opportunities for growth and development. As a member of our team, you will receive competitive compensation and benefits packages, as well as access to cutting-edge technology and training resources. We also prioritize work-life balance and offer flexible work arrangements to support your personal and professional goals.

Contact Us
If you are interested in learning more about this opportunity, please submit your resume and cover letter.

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