Lead and inspire a regional team of Customer Success Advocates focused on delivering measurable results for ServiceNow customers across EMEA North. In this role, you will shape the strategy for customer engagement, ensuring clients achieve their business objectives through effective use of the platform.
Key Responsibilities
- Guide a portfolio of customer accounts by aligning team efforts with client goals and driving adoption of ServiceNow capabilities
- Set performance targets for your team and monitor progress through defined metrics and customer feedback
- Identify and launch cross-functional initiatives that enhance customer success outcomes
- Coach and develop team members to strengthen their technical and advisory skills
- Oversee technical health assessments, deployment progress, and adoption rates across assigned accounts
- Ensure customer issues are resolved promptly by addressing alerts and eliminating implementation barriers
- Distribute tasks and responsibilities across the team to meet customer needs efficiently
- Collaborate with clients to build new success stories and expand use cases
- Refine best practices and contribute to the creation of new Success Plays
- Support junior staff through mentorship and structured development plans
- Work to reduce escalations by proactively identifying at-risk accounts and guiding recovery efforts
- Maximize license utilization and long-term client value across the customer base
