Strategic Advisor Customer Health Assurance, EMEA Central

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Reporting to the EMEA Lead, Customer Health Assurance, the mission of the Strategic Advisor is to work with ServiceNow’s customers in ensuring improvement in adoption, customer satisfaction and removing obstacles to expanding the long-term partnership as part of the Customer Excellence Group. 

The Customer Health Assurance team is an integral part of our Customer Excellence Group. The mission of the Customer Health Assurance team CHA is to establish a centralized exception process that safeguards customer health delivers measurable outcomes and transforms value delivery while minimizing account health risk. 

What you get to do in this role 

• Adoption barrier assessment: Work with customers to understand the key concerns, issues, and obstacles preventing adoption. 
• Adoption planning: Determine what is needed to promote continued adoption, improve overall satisfaction, and build appropriate plans to execute. 
• ServiceNow ecosystem orchestration: Lead engagements with customers that require coordination across different ServiceNow teams. 
• Escalation: Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer. 
• Customer engagement: Work with customers to create an optimization or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience. 
• Advocacy: Work with internal leadership teams to formulate action plans that help improve overall customer satisfaction. 
• Partner funding engagement leadership: Lead assigned partner funding engagements for EMEA Central accounts, from risk validation through delivery, resolution, and outcome review. 
• Opportunity assessment: Determine whether a partner funding engagement is the right intervention for adoption, downsell, loss, or customer health risks, and align the Account Executive, Platform Architect, Customer Success Executive, and relevant leadership before engagement begins. 
• Partner coordination: Work with Partner Management and the selected delivery partner to define scope, expected outcomes, roles, timelines, and the customer-facing proposal. 
• Delivery oversight: Track delivery progress, scope adherence, customer communications, CSAT signals, and emerging risks, escalating unresolved delivery, commercial, or partnership issues when needed. 
• Outcome management: Confirm whether the original customer risk has been addressed, capture outcomes such as downsell mitigation or deals unblocked, and document lessons learned and follow-on actions. 
• Pipeline and reporting: Maintain accurate status across assigned engagements and provide timely updates on progress, risks, dependencies, and outcomes to the EMEA CHA Lead. 

To be successful in this role you have 

• Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Proven experience driving customer post-sales platform health and adoption, ideally in a SaaS environment
• Experience leading large, enterprise transformation programs including systems implementation, organizational change and business justification development. 
• Experience working with ServiceNow customers, with solid working knowledge of the ServiceNow AI Platform and the ability to engage credibly across technical and non-technical stakeholders. 
• Experience working with sales support and services teams with the ability to work as an extended part of the account teams 
• Ability to provide expertise and work with internal ServiceNow product teams 
• Interact at multiple levels within a customer account Enterprise Architects Technical Architects Directors VPs and CXOs 
• Knowledge of enterprise integration service-oriented architectures and microservices 
• Knowledge of security data privacy data governance across different verticals 
• Instant customer credibility with a record of building customer relationships 

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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