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鈥檒l Do:
- In the first months, you will attend an in-person ServiceNow Onboarding Academy to learn about our products, get certified (ITIL, ServiceNow Certified System Administrator) and learn about the systems and processes used to drive customer success
- You will be assigned a Large Portfolio of AMS customers, and be responsible for the overall health and adoption metrics for this portfolio
- Serve as the trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
- Complete point-in-time engagements with a focus on Customer Onboarding, Driving Product Adoption and bi-yearly customer check-ins
- Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
- Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.