Customer Success Advocate

hace 1 mes

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

About the Role

As a member of our Customer Excellence Group, you will be responsible for driving customer success, growth, and adoption within the AMS region. You will work closely with our internal teams and executive stakeholders to ensure seamless customer experiences.

Key Responsibilities:

  • Customer Success Focus: Serve as a customer advocate, onboarding customers to understand 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 We're Looking For:

  • A minimum of 2-5 years of relevant work experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
  • A postgraduate degree in a Business-related field and relevant work experience in customer-facing roles 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.

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