Customer Success Guide

at  Servicenow

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 Dublin, Ireland to drive customer success and platform adoption across EMEA. 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 EMEA 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.

WHAT WE NEED FROM YOU:

• Business-related degree preferred.
• 2- 5 years relevant work experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
• 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

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 EMEA 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