Responsibilities
- The role of the Senior Success Advocate is to act as an advocate for our customers.
- You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance.
- You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
- You will oversee the engagement and outcomes for customers in your portfolio
- Assign out activities to other team members to achieve outcomes
- Ensure customers are technically healthy and on the most recent version of our product
- Guide development of new Success Plays
- Work with customers to create new use case/success stories
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Guide other ServiceNow teams to address customer issues
- Identify and own new projects
- Reduce number of escalated customers
- Guide best practice development and mentor/guide junior team members
- Help with recruiting
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 10+ years of related work experience; OR equivalent work experience
- Creativity with comfort running projects independently
- Improve complex issues through analysis and resolution
- Succeed in working collaboratively
- Mentor team members
- ServiceNow certifications
Additional Information
- 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.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
- 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.
