Senior Customer Success Sponsor, Global Guided

5 days ago

StainesuponThames, United Kingdom ServiceNow Full time
Job Description

As the Global Customer Success organization continues to grow, this is a great time to join us.   

We are looking for a customer centric individual who will manage a small, revolving portfolio of customers. 

You will be an additional set of eyes & ears sharing customer sentiment to the leadership team and wider, global CS delivery organisation. 

This role will report to the Global Senior Director, Global Guided & Portfolio Success Management. 

 

Job Description (What you get to do) 

 

  • You will act as the CS Sponsor for key Impact Guided customers across the globe. 
  • You will use your experience & skills to support & coach the assigned CSM’s. 
  • You will evangelize the ServiceNow Impact Guided brand. 
  • You will take responsibility for the delivery & reporting of all major programs, projects and Initiatives that involve the Global Guided team. 
  • You will champion the acceleration of platform adoption, driving customers to achieve their business objectives, and mitigate risk. 
  • You will be responsible for managing robust feedback systems to capture comprehensive insights into customer satisfaction and identify areas for improvement. 
  • You will track key customer experience metrics such as NPS and CSAT to measure the effectiveness of customer success initiatives. 
  • You will identify customer needs proactively and offer tailored solutions and support to enhance their overall experience.  
  • You will support the Global Guided Leadership team with renewals and pre-sales conversations.  
  • You will support the Global Guided Leadership team with the organization's hiring strategy and efforts. 

Qualifications

To be successful in this role you will have: 
 

  • 7+ Years of related work experience in Customer Success roles, for SaaS companies. 
  • Demonstrable Project and Programme Management experience. 
  • Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.  
  • Passionate about customers and value realization. 
  • ServiceNow experience and/or certifications 
  • Proven ability to lead & collaborate effectively with cross-functional teams. 
  • Executive presence, excellent verbal and written communication 
  • Ability to effectively drive and influence conversations with various stakeholders and leadership levels. 
  • Ability to facilitate discussions and navigate customers' objections. 
  • Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives. 
  • Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies. 
  • Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.


Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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