ServiceNow, Associate Customer Success Guide; French or Portuguese Optional - via

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As a 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.

This role requires a minimum 3-day in-office presence, emphasizing team learning and collaboration.

• Onboard New Customers:
  Introduce resources to help customers succeed through webinars and personalized 1:1 engagements.
• Drive Adoption:
  Advocate for all purchased products and advise on deployment and adoption strategies.
• Proactive Guidance:
  Direct customers to available resources to enhance their Service Now experience.
• Cross-functional Collaboration:
  
  Work with internal teams to identify opportunities, resolve issues, and differentiate our platform.
• Best Practices and Enablement:
  Support customer participation in workshops on governance, adoption, and platform maturity.
• Escalation Management:
  Resolve customer issues promptly by leveraging company resources and maintaining high engagement levels.

• Attend an in-person Service Now Onboarding Academy to learn about products, get certified (ITIL, Service Now Certified System Administrator), and understand our systems and processes.
• Manage a portfolio of AMS customers, overseeing their health and adoption metrics.
• Act as a trusted advisor, providing guidance on platform utilization to meet customer goals.
• Complete engagement cycles focused on onboarding, product adoption, and bi-yearly check-ins.
• Collaborate with regional teams to deliver seamless customer experiences.
• Contribute to thought leadership with case studies, success assets, and best practices.

• Experience with AI integration into workflows, decision-making, or problem-solving using AI tools or insights.
• Degree in Business, Technology, Computer Science, or AI preferred.
• Interest in customer-facing roles like Business Development, IT Consulting, or Customer Success.
• Passion for SaaS and enterprise solutions, with experience in complex organizational environments.
• Strong emotional intelligence and organizational skills.
• Bilingual in English and French or Portuguese is a plus.
• Reside within commuting distance of Orlando or willing to relocate at own expense.
• Not eligible for employment sponsorship.

• Work personas are assigned based on work nature and location; learn more here.
• Service Now is an equal opportunity employer. Accommodations available upon request. Export control regulations may apply, and employment is contingent upon obtaining necessary approvals.