Associate Customer Success Guide

Associate Customer Success Guide

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to 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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As an Associate Customer Success Guide, you will be part of the Customer Excellence Group, responsible for driving customer success, growth, and adoption within the AMS region. Operating out of the Regional Success Center in Orlando you will serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services. You'll work on time-bound engagements to accelerate adoption, retention, and expansion, collaborating with internal teams and executive stakeholders. There is a minimum 3-day in-office requirement as part of this role with a large emphasis on team learning and collaboration.

Key Responsibilities :

• Onboard New Customers : Set customers up for success by introducing them to all the resources available to help them on their journey, via webinars and personalized 1 : 1 engagements
• Drive Adoption : Serve as a customer advocate, for all the products they have purchased and advise them on how to deploy and adopt them to meet their business needs.
• Proactive Guidance : Drive customers to resources they have available to them to enhance their ServiceNow experience
• Cross-functional Collaboration : Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
• Best Practices and Enablement : Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
• 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 :

Qualifications :

What we need from you :