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Customer Success Strategist

1 week ago

Dublin, Dublin City, Ireland Servicenow Full time
About Us

At Servicenow, we are committed to making the world work better for everyone. Founded in 2004, our vision is to transform how people work and deliver services to customers. With over 8,100 customers worldwide, including 85% of the Fortune 500, we have established ourselves as a global market leader in the enterprise technology industry.

Job Description

This role offers an exciting opportunity to join our newly formed 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:

  • Serve as a trusted advisor to your customers, understanding their business needs and helping them achieve measurable outcomes.
  • Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
  • Manage and 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.
  • Quickly 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.
  • Serve as a trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
  • Engage in cross-functional partnerships within the regional hub, collaborating 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.