Customer Advocate , EMEA

<h3>Company Description</h3><p>At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. </p> <p>With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.</p> <p>Learn more on <a href="https://blogs.servicenow.com/category/life-at-now.html">Life at Now blog</a> and <a href="https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB">hear from our employees</a> about their experiences working at ServiceNow.</p> <p>Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.</p><h3>Job Description</h3><p><strong>Team</strong></p><p>The EMEA Customer Engagement team drives the always-on engagement journey, collaborating with stakeholders from multiple teams across the business, to create long term trusted relationship and intimacy with key customers.</p><p><strong>Role</strong></p><p>Reporting to the VP EMEA COO, the Customer Advocate will be responsible for the design and execution of the EMEA Customer Engagement program. You are an integral part of the President’s office and prioritise, calibrate, prepare, deliver and follow up on customer engagements with the highest standards of quality including:</p><ul><li>Monitoring incoming request and calibration of engagements</li><li>Generating an intentional and impactful funnel of customer engagements (strategic alignment, value, maturity)</li><li>Scheduling and preparing briefings with the respective account teams</li><li>Documenting meeting follow-ups and post-meeting customer communication</li><li>Travel support on major trips (e.g., EMEA), as required</li></ul><p>The objective of this program is to increase Customer intimacy with selected strategic C-suite persona, elevate the relationship to strategic partnership and contribute to the overall EMEA ServiceNow growth strategy.</p><p>The successful Customer Advocate is a great driver of priorities and connector, ensuring efficient, cross functional efforts are geared towards impactful &amp; best in class customer engagements. The successful candidate will also provide timely and efficient coordination of P4 / global leadership visits to maximise impact and accelerate relationship strength with our key accounts.</p><p><strong>What you get to do in this role:</strong></p><ul><li>Lead, organize, and manage executive-level customer engagements for the President in line with pipeline maturity and long-term relationship development priorities</li><li>Capture major takeaways, maintain milestones, and track, assign and drive the delivery of clear action items. Work with leadership team to escalate key issues that are stalled.</li><li>Ensure best in class executive sponsorship and Deal championing for selected EMEA accounts: including governance, insights, introduction and actions</li><li>Optimize the process for pre/post leader in customer meetings: work with sales reps on optimizing C-suite effectiveness in meetings- ensuring thorough and thoughtful briefing documents, making sure the leader gets docs in a timely manner, working with AEs and Comms lead on customer follow up notes, work with sales reps to make sure commitments are completed and follow ups schedule</li></ul><p><strong>Key deliverables include</strong></p><ul><li>Always on program for the EMEA region</li><li>Executive sponsorship engagement program for the president</li><li>Customer journey and stakeholders power mapping</li><li>Curated library of relevant use cases to be reused and improved over time</li><li>Champion automation of  “engage app” workflow</li><li>One source of truth/ 360 degrees view of the customer engagements</li><li>Dashboard of past customer engagements KPI</li><li>Streamlined and efficient leverage of P4 visits, partners, governmental affairs and speaking opportunity</li></ul><h3>Qualifications</h3><p><strong>In order to be successful in this role, we need someone who has:</str