EMEA Customer Excellence Specialist

3 days ago


Dublin, Dublin City, Ireland Servicenow Full time
About Us

We strive to create an intelligent cloud-based platform that seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Our platform brings together AI-enhanced technology and innovative solutions to help our customers achieve their business goals.

Job Description

This role offers an exciting opportunity to join our Customer Excellence Group, working from our Regional Success Centre in Dublin, Ireland. As a key member of the team, you will be responsible for driving customer success, growth, and adoption within the EMEA region.

Your Key Responsibilities:

  • Onboard customers, understand their business needs, and help them achieve measurable outcomes.
  • Collaborate with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
  • Nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
  • Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
  • Resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer engagement.

What You'll Do:

  • Work with a large portfolio of EMEA customers to understand their business drivers, challenges, and desired outcomes.
  • Provide prescriptive guidance to customers on how to best leverage our platform to meet their goals.
  • Collaborate with internal teams to deliver seamless customer experiences.
  • Facilitate Business Reviews and other strategic sessions, ensuring alignment between customer needs and our solutions.
  • Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.

Qualifications

  • A business-related degree is preferred.
  • You should have a passion for SaaS and experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
  • You should have strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
  • Program management experience, passion for customer success, and improving workplace productivity through innovative technology solutions are essential.
  • Addition language skills are a plus.
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