ServiceNow aims to transform how work is done by providing innovative AI-enhanced technology to its customers. The company seeks to ensure customers are getting value from their products, enhance their overall experience, and drive successful renewals. This role will act as a liaison between customer excellence and product teams, enabling customer-facing teams on new products and channeling customer feedback to product teams.
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.
- Overall 12+ years of work experience with a minimum of 7 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations.
- ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
- Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customer’s IT operations.
- Proven track record of driving business growth and customer satisfaction through innovative technology solutions
- Strong analytical and problem-solving skills
- Familiarity with Agile methodologies and experience working in an Agile environment
Responsibilities
- Lead Strategic Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.
- Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for ITSM suite and support adoption of adjacent ServiceNow products.
- Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
- Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation.
- ITSM Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the ITSM ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration.
- At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for accounts requiring remediation or strategic attention.
- Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans.
Other
- 20-30% of travel required
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
- Ability to work effectively in a fast-paced, dynamic environment
- Strong problem-solving skills and ability to work independently or as part of a team
- Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
