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Achieving Business Success Through Strategic Partnerships
2 weeks ago
Transforming how we work is at the heart of our mission. We strive to empower organizations to find smarter, faster, and better ways to work.
As a key member of the Customer Excellence Group, you'll drive customer success, growth, and adoption within the EMEA region. Based in Dublin, you'll serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services.
You'll focus on time-bound engagements to accelerate adoption, retention, and expansion, collaborating with internal teams and executive stakeholders. With a minimum 3-day in-office requirement, you'll participate in team learning and collaboration efforts.
Key responsibilities include:
- Onboarding new customers by introducing them to resources available to help them on their journey
- Driving adoption by serving as a customer advocate, advising on product deployment and adoption to meet business needs
- Providing proactive guidance to enhance the ServiceNow experience
- Collaborating with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform
- Supporting customers in attending workshops on governance, adoption models, internal champions, and platform maturity
- Escalating and resolving customer issues quickly
During your first months, you'll attend an in-person ServiceNow Onboarding Academy to learn about our products, get certified, and learn about systems and processes used to drive customer success. You'll be assigned a large portfolio of EMEA customers and be responsible for overall health and adoption metrics for this portfolio.
Serving as the trusted advisor to your customers, you'll provide prescriptive guidance on leveraging our platform to meet their goals. You'll complete point-in-time engagements focusing on customer onboarding, driving product adoption, and bi-yearly customer check-ins.
Engaging in cross-functional partnerships within the regional hub, you'll collaborate with internal teams to deliver seamless customer experiences. Additionally, you'll contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.
The ideal candidate should have a solid understanding of AI integration into work processes, decision-making, or problem-solving. A degree in business, technology, computer science, or AI-related field would be advantageous. A passion for SaaS and strong emotional intelligence with organizational skills are essential for this role.
