Associate Customer Success Guide (French Speaking)

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 EMEA region. Operating out of the Regional Success Centre in Dublin 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. Youll 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. English and French fluency is required.

Qualifications :

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 Youll 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 EMEA 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 Groups thought leadership by developing case studies customer success assets and best practices.

Qualifications

What we need from you:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• Business Technology Computer Science or AI related degree preferred.  
• Excitement for a career in customer-facing roles such as Business Development IT Consulting Customer Success or Strategic Consulting. 
• Passion for SaaS with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.
• Strong emotional intelligence organizational skills with a demonstrated ability to prioritize and manage competing tasks
• English/French Fluency is required
•  This role is based in our Dublin office. Applicants must currently reside within commuting distance or be able to relocate at their own expense. This role may require you to attend the office at short notice (1 hour) when business needs arise
• This position is not eligible for employment based sponsorship

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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