Customer Success Guide

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
This role is an exciting opportunity to be a Valued team member in the newly created Customer Excellence Group, working from the Regional Success Centre in Costa Rica to drive customer success and platform adoption across AMS. You'll work with some of the most important customers, helping them unlock the full potential of our products while contributing to strategic growth initiatives.
Job Description:
As a Customer Success Guide, you will be part of a newly formed Customer Excellence Group, responsible for driving customer success, growth, and adoption within the AMS region. Operating out of the regional hub, you will serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services. You'll work on time-bound engagements to accelerate adoption, retention, and expansion, collaborating with internal teams and executive stakeholders.
Key Responsibilities:

• Customer Success Focus: Serve as a customer advocate, onboarding customers understanding their business needs and helping them achieve measurable outcomes.
• Cross-functional Collaboration: Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
• Executive Engagement: Manage and nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
• Best Practices and Enablement: Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
• Escalation Management: Quickly resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer engagement.
• Outcome-Driven Engagement: Support execute customer success plans with clear goals, timelines, and success metrics, ensuring customers see the value in our solutions.

What You'll Do:

• Work with a Large Portfolio of AMS customers, to understand their business drivers, challenges, and desired outcomes.
• Serve as the trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
• Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
• Facilitate Business Reviews and other strategic sessions, ensuring alignment between customer needs and our solutions.
• Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.

Qualifications
What we need from you:
2- 5 years relevant work experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
Postgraduate in a Business-related degree and relevant work experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting would be beneficial
SaaS experience preferred, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.
Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
Program management experience, passion for customer success and improving workplace productivity through innovative technology solutions.
Additional language preferred
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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