Customer Success Manager

Role Overview

• Understanding each customer’s unique needs, goals, and challenges and ensuring they can succeed with the product or service.
• Act as the “front door” for new product initiatives, systematically collecting, evaluating, and prioritizing requests to align with strategic goals and resource capacity.
• Manage the end-to-end intake process and partner with UAT testing manager on release notes, Product manager to ensure strategic alignment, and CBT for IT solutions.
• Have a deep understanding of product features and capabilities for both ServiceNow and Genesys.
• First engagement point with business partners to understand business processes to meet their business objectives that require technical enhancements.
• Lead end-to-end processes, handle dependencies, and collaborate closely with partners as part of a team.
• Oversee and maintain a comprehensive portfolio of all incoming requests, ensuring high-level awareness and understanding of each submission across the products.
• Serve as a key point of contact, effectively communicating with all levels of leadership throughout the business to provide updates, gather feedback, and align on priorities.
• Develop, monitor, and refine reporting key performance indicators, operational metrics and analytics to support leadership decision-making.
• Deliver presentations to leadership at all levels, articulating status, challenges, and strategic recommendations related to demand, intake, and prioritization.
• Organize and lead monthly Product meetings, driving agenda setting, facilitating discussions, and ensuring follow-up on action items.
• Effectively lead timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.
• Own, socialize, and execute the demand intake process ensuring business needs are understood and prioritized.
• Establish and maintain a value validation and realization model.
• Provide support on various functional projects that require product development to meet business needs.
• Promote a culture of transparency and knowledge sharing across functions.

Requirements

• A minimum of 5 years of relevant business experience
• Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
• Demonstrated ability to implement operational management and change readiness activities
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Proficient in preparing and delivering presentations to senior leadership and large groups
• Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
• Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
• Proficient knowledge of the product development life cycle, design, and data analytics
• Demonstrated success in driving organizational change and adoption of new processes or technologies
• Steadfast dedication to client and customer happiness
• Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
• Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
• Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
• Strong people leadership skills in mentoring, coaching, and developing a global team.
• Preferred: ServiceNow and/or Genesys knowledge
• MBA or other advanced degree

Tech Stack

• ServiceNow
• Tableau

Benefits

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company’s long-term incentive program.
• Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year.
• Sick time
• 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year.
• Holiday pay, including Floating Holidays –13 days per calendar year.
• Work, Personal and Family Time
• up to 40 hours per calendar year.
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year.
• Caregiver Leave – 80 hours in a 52-week rolling period10 days.
• Volunteer Leave – 32 hours per calendar year.
• Military Spouse Time-Off – 80 hours per calendar year.