Customer Success Advocate
Staines, United Kingdom
2d ago

The Role

As part of the global Customer Success team, you will provide a single point of contact for the customer to ensure success on their journey with ServiceNow in both, a proactive and reactive manner.

You will be a trusted advisor for their ServiceNow investment and let them know that you will always be with them on their entire journey.

You will work with our customers and the account team to manage their post-sale experience; to drive consumption, adoption and customer satisfaction, and ultimately help our customers grow their business on the ServiceNow platform.

We are looking for someone who likes to work with customers and use their interpersonal skills. You will be part of the customers’ journeys and will understand the technical side of their product adoption but also help them along the way with regular interaction.

What you get to do in this role :

  • After grabbing a cup of coffee, you jump into a dynamic international working environment with great colleagues and customers
  • Own a portfolio of accounts and drive business outcomes for those customers
  • Ensure that customers gain the maximum value from their ServiceNow investment and utilize their licenses and products purchased
  • Identify key criteria for assisting your customers and leverage known strategies and success stories to address them
  • Spread the word of ServiceNow customer success stories and processes
  • Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased platform usage as well as the internal account team to ensure customer success
  • Proactively monitor customer health to lead and drive changes of their ServiceNow platform
  • Qualifications

    In order to be successful in this role, we need someone who has :

  • ServiceNow product knowledge and / or experience in an IT (SaaS) industry / environment
  • You must have the right to work in the United Kingdom
  • Experience helping customers deploy and see the value of the products they have purchased
  • Experience working in consultative environment with Account Management / Project Management Teams
  • Great data analysis and tracking skills
  • Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a high paced environment
  • Drive complex issues through analysis and resolution
  • Thrive in working collaboratively and cross-functionally
  • Quantitative analysis skills with proven business insight and judgement
  • Comfortable working with / presenting to senior internal & external stakeholders
  • Experience of working in global teams, for an international company
  • Excellent written and verbal communication skills
  • Other European languages are desirable, but not essential
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