Transforming the Future of Work
At ServiceNow, we're on a mission to make the world work better for everyone. Our story began in sunny San Diego, California in 2004 when visionary engineer Fred Luddy saw an opportunity to revolutionize how we work.
Fast forward to today, and we've grown into a global market leader, serving over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
This is just the beginning of our journey. We invite you to join us as we continue to push the boundaries of innovation and technology.
Job Description
We're seeking a talented individual to join our Customer Excellence Group, working from our Regional Success Centre in Dublin, Ireland. As a Customer Success Guide, you'll play a critical role in driving customer success and platform adoption across EMEA.
About the Role
You will be responsible for serving as a trusted advisor to our customers, helping them unlock the full potential of our products while contributing to strategic growth initiatives. You'll work with some of the most important customers, accelerating adoption, retention, and expansion.
Your Key Responsibilities
* Serve as a customer advocate, onboarding 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.
* Support executing customer success plans with clear goals, timelines, and success metrics, ensuring customers see the value in our solutions.
What You'll Do
* Work with a large portfolio of EMEA customers, understanding their business drivers, challenges, and desired outcomes.
* Serve as the 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
We're looking for individuals who possess:
* A business-related degree preferred.
* An excitement for a career in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
* A 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.
* Program management experience, passion for customer success, and improving workplace productivity through innovative technology solutions.
* Additional language preferred.
Join Our Team
We welcome candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, please contact talent.acquisition@servicenow.com for assistance.