Customer Success Professional

6 days ago


Dublin, Dublin City, Ireland Servicenow Full time
Company Overview

We are a global market leader in the cloud-based platform industry, providing innovative AI-enhanced technology to over 8,100 customers worldwide. Our intelligent platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.

About This Role

This is an exciting opportunity to be part of our newly formed Customer Excellence Group, working from our Regional Success Centre in Dublin, Ireland. As a Customer Success Guide, you will drive customer success and platform adoption across EMEA, serving as the trusted point of contact for our customers.

Key Responsibilities
  1. Customer Advocacy: Serve as a customer advocate, onboarding customers, understanding their business needs, and helping them achieve measurable outcomes.
  2. Cross-functional Collaboration: Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
  3. Executive Engagement: Manage and nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
  4. Best Practices and Enablement: Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
  5. Escalation Management: Quickly resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer engagement.
What You'll Do
  1. Work with a large portfolio of EMEA customers to understand their business drivers, challenges, and desired outcomes.
  2. Serve as the trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
  3. Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
  4. Facilitate Business Reviews and other strategic sessions, ensuring alignment between customer needs and our solutions.


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