Customer Success Strategist

hace 2 semanas


San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Customer Success Guide Role

About the Role

This is an exciting opportunity to be part of the newly created Customer Excellence Group at ServiceNow, working from the Regional Success Centre in Costa Rica. As a Customer Success Guide, you will be responsible for driving customer success, growth, and adoption within the AMS region.

Key Responsibilities:

  • Serve as a customer advocate, onboarding customers and helping them achieve measurable outcomes.
  • Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
  • Manage and nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
  • Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
  • Quickly resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer 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 AMS customers, understanding 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

  • Postgraduate in a Business-related degree and relevant work experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting 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.

Additional Information

  • We approach our distributed world of work with flexibility and trust.
  • ServiceNow is an equal opportunity employer.
  • We strive to create an accessible and inclusive experience for all candidates.


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