Job Description

Your mission will be to ensure the success of our top customers. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Director, Creator Workflows Product Success.

In this role, you will:

• Guide the creation and deployment of the necessary enablement materials and approach to drive adoption at scale
• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
• Develop a deep understanding on customer use cases and success outcomes
• Establish a trusted / strategic advisor relationship with a few assigned clients and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers, and business unit colleagues
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.

Qualifications

To be successful in this role you have:

• Strong affinity for integration, RPA and data streaming technologies demonstrated by projects, certifications and/or continuing education
• Deep understanding of ServiceNow integration approaches, tools and products demonstrated via practical application in operational environments
• 7+ years of experience in business service process management / application development / consulting
• 5+ years of experience in architecting and delivering complex solutions on the Now Platform
• 3+ years of experience with integration technologies and robotic process automation
• 1+ year of experience in ServiceNow Platform Analytics configuration, administration, and customer delivery
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Must be able to travel up to 25-35% annually

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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