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Driving Customer Success Through Strategic Partnerships

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €90,000 - €120,000
Customer Experience Transformation Specialist

We are seeking a seasoned Customer Success Advocate to drive customer adoption, growth, and retention within the EMEA region.

Key Responsibilities:

  • Onboard New Customers: Introduce customers to resources and personalized engagements to set them up for success.
  • Drive Adoption: Serve as a customer advocate, advising on product deployment and adoption to meet business needs.
  • Proactive Guidance: Drive customers to available resources to enhance their ServiceNow experience.
  • Cross-functional Collaboration: Partner with internal teams to identify opportunities, resolve issues, and differentiate our platform.
  • Best Practices and Enablement: Support customers to attend workshops on governance, adoption models, and platform maturity.
  • Escalation Management: Quickly resolve escalated customer issues by leveraging resources and maintaining high levels of engagement.

What You Will Do:

  • Attend an in-person ServiceNow Onboarding Academy to learn about products and get certified.
  • Be assigned a large portfolio of EMEA customers and be responsible for overall health and adoption metrics.
  • Serve as the trusted advisor to customers, providing prescriptive guidance on how to leverage our platform to meet goals.
  • Complete point-in-time engagements with a focus on customer onboarding, driving product adoption, and bi-yearly customer check-ins.
  • Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
  • Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.

Requirements:

  • Experience leveraging AI in work processes or critical thinking about AI integration.
  • Bachelor's degree in Business, Technology, Computer Science, or AI-related field preferred.
  • Excitement for a career in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
  • Passion for SaaS, with an understanding of enterprise solution selling and customer engagement in a technical environment.
  • Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
  • English/French Fluency is required.