Customer Advocate

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Reporting directly to the EMEA President Chief of Staff, the Customer Advocate will be responsible for the co-design and execution of the EMEA President Customer Engagement program. You are an integral part of the President Of EMEA (POE) office and prioritise, calibrate, prepare, deliver and follow up on customer engagements with the highest standards of quality including:

• Monitoring incoming request and calibration of engagements
• Generating an intentional and impactful funnel of customer engagements (strategic alignment, executive sponsor ships, value, maturity)
• Scheduling and preparing briefings with the respective account teams
• Documentation meeting follow-ups and post-meeting customer communication

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 Service Now growth strategy.

The successful customer advocate is a great driver of priorities and connector, ensuring efficient, cross functional efforts are geared towards impactful & best in class customer engagements. The successful candidate will also provide timely and efficient coordination of P5 / global leadership visits to maximize impact and accelerate relationship strength with our key accounts.

• Lead, organize, and manage executive-level customer engagements for the EMEA president in line with pipeline maturity and long-term relationship development priorities
• Capture major takeaways, maintain milestones, and track, assign and drive the delivery of clear action items. Work with the COS to escal key issues that are stalled.
• Ensure best in class executive sponsorship and Deal championing for selected EMEA accounts: including governance, insights, introduction and actions
• 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

• Always on program for the EMEA geo
• Executive sponsorship engagement program for the president
• Customer journey and stakeholders power mapping
• Curated library of relevant use cases to be reused and improved over time
• Champion automation of “engage app” workflow
• One source of truth/ 360 degrees view of the customer engagements
• Dashboard of past customer engagements KPI
• Streamlined and efficient leverage of P5 visits, partners, governmental affairs and speaking opportunity

• Minimum 10+years of sales experience with a natural affinity to drive deals forward
• Outstanding organisational skills, balancing priorities and short-mid term objectives
• Attention to detail
• Superb leadership and influencing skills
• Ability to motivate others, drive collaboration, teaming & resolve the conflict between diverse stakeholder groups
• Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset
• Sharp business judgment, ability to see "big picture" and to prioritize
• Executive presence, strong verbal and written communication (English native/ professional proficiency)

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are…