Senior Customer Success Sponsor, Global Guided

Company Description

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. 

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™.

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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.

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 organization. 

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. 

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Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without rega