**Position title**: Customer Success Manager (CSM) with ServiceNow ticketing
**Location**:Mexico (remote)
**Duration**:6-12 Months
**Activities and Responsibilities**
Responsible for ensuring that our business customers achieve their desired outcomes while using digital products and solutions, driving customer satisfaction, and fostering long-term relationships.
**Customer Relationship Management & Engagement**
- Serve as the primary business point of contact for daily sustain operations
- Understand business goals, and challenges, and provide tailored support and recommendations
- Create and Socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare
- Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain
- Monitor and respond to customer inquiries through various communication channels
- Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization
**Product Knowledge & Understanding**
- Understand the features within a product and the future product roadmap
- Stay updated on the latest product trends across the industry.
**ServiceNow Setup for Incident Management**
- Gather Business Criticality for the product and set in ServiceNow
- Setup ServiceNow for Business Application, CI and Assignment Groups




- Train call center reps for using ServiceNow for Incident Management lifecycle
**Incident Management and SLAs**
- Define E2E support incident management process flow for a Product
- Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.
- Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team
- Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team
- Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly.
**Communication and Reporting**
- Communicate and collaborate with the Call center, Sector reps, Business Admins for providing the Incident status, Incident closure communication
- Send daily incident reports, creating bi-weekly leadership incident reports, Monthly Incident reports and present it to the Leadership team
- Create the Roadmap for the Activation of Incident Management based on the Market deployments for the Products
- identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability
**Job Types**: Temporary, Contract
Contract length: 6 months
Pay: $200.00 - $394.00 per hour
Expected hours: No less than 40 per week

📌 Customer Success Manager (Álvaro Obregón)
🏢 Northern Base Technologies
📍 Álvaro Obregón