Delivery Manager

Customer Success Advocate - ServiceNow

Experience in ServiceNow – 10+ years

 

ServiceNow Engagement Manager experience – 5+ years

Role Overview: 

 

Acts as an advocate for customers at CXO level. You will oversee ServiceNow portfolio for customers and advice on achieving business outcomes via usage of ServiceNow products.

Prescribe best practices, innovations, ServiceNow product capabilities to help customers achieve their goals and create future roadmaps. 

Must-Have Experience

·         Practical experience in overseeing customer outcomes, understanding customer’s needs & challenges.

·         Work with teams to improve product adoption and increase footprint.

·         Develop strategies and guide customers to obtain maximum value from their ServiceNow investment & License usage.

·         Provide technical consultation on critical issues, answering platform related questions, improvement opportunities.

·         Facilitate ServiceNow roadmap on upcoming future releases to client CxO level.

·         Appraise latest ServiceNow Modules & Features, provide details around what’s coming up and relevant based on the existing/new SKUs for the customer.

·         Comfortable in doing regular customer leadership connect from a Strategy perspective.

·         Evaluate and provide design insights to Architecture team as needed.

·         Assist customers in Product Capability mapping and maturity assessment.

Acts as the escalation point for Customer leadership for any issues and help in resolving them

Experience & Qualifications

·         5+ years of relevant experience in the role of Customer Success Advocate in ServiceNow domain preferably in Professional Services

·         Certified Master Architect (CMA) preferred.

·         ServiceNow Pre Sales accreditations for multiple products

·         Good knowledge of ITIL Framework

·         Well versed with SAFe Agile practices.

Hands on experience in ServiceNow reporting and Performance Analytics capabilities