ServiceNow aims to ensure the success of its top customers by providing them with innovative AI-enhanced technology and ensuring they derive maximum value from the platform. This role is crucial for maintaining customer satisfaction, retention, and driving continued adoption of ServiceNow's products and services.
Requirements
- 5+ years of experience in architecting and delivering complex solutions on the Now Platform
- 3+ years of experience building custom apps using the app engine toolset
- 3+ years of experience in two or more of the following ServiceNow core capabilities; Automated Test Framework, Upgrades, Health Scan, Usage Analytics, CI/CD and source control and clone management
- 2+ years of experience in two or more of the following Now Platform emerging interfaces; Predictive Intelligence, Virtual Agent; Mobile App Builder and UI Builder / Workspace / Portal
Responsibilities
- 5+ years of experience in architecting and delivering complex solutions on the Now Platform
- 3+ years of experience building custom apps using the app engine toolset
- 3+ years of experience in two or more of the following ServiceNow core capabilities; Automated Test Framework, Upgrades, Health Scan, Usage Analytics, CI/CD and source control and clone management
- 2+ years of experience in two or more of the following Now Platform emerging interfaces; Predictive Intelligence, Virtual Agent; Mobile App Builder and UI Builder / Workspace / Portal
- Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
- Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.
Other
- Be the focal point of contact/coordination for customer programs and events with Product Excellence
- Develop a deep understanding on customer use cases and success outcomes
- Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
- Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
- Build a strong base of referenceable customers and contacts within your assigned portfolio
- Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
- Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
- Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
- Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
- Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
- Must be able to travel up to 25-35% annually once applicable to do so
