Sr Customer Success Manager

ServiceNow; München; Hybrid; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

ServiceNow is seeking a Senior Success Advocate to oversee a portfolio of customers, guiding adoption and value realization of ServiceNow products. The role focuses on prescriptive guidance, best practices, and collaborations across teams to ensure customers remain on current versions and achieve outcomes.

The ideal candidate has AI experience, cybersecurity background, and fluent English and German, with 7+ years in related roles and ServiceNow certifications.

Qualifikationen

• Experience integrating AI into work processes, decision-making, or problem-solving.
• Experience working in the cybersecurity industry is a priority.
• Fluent in English and German languages.
• Minimum 7 years of related work experience; OR equivalent work experience.
• Creativity with comfort running projects independently.
• Improve complex issues through analysis and resolution.
• Succeed in working collaboratively.
• ServiceNow certifications.

Aufgaben

• Oversee the engagement and outcomes for customers in your portfolio.
• Ensure customers are technically healthy and on the most recent version of our product.
• Leverage existing Success Plays to assist customers, but also assist new Success Plays.
• Work with customers to create new use case/success stories.
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Guide other ServiceNow teams to address customer issues.
• Oversee projects identified by leaders.
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem.

Kenntnisse

AI in workflows

Cybersecurity experience

English & German

7+ years exp

Independent projects

Analytical skills

Collaboration

ServiceNow certs

Jobbeschreibung

• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible or Remote

Company Description

Who we are:

Armis from ServiceNow, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. Combined with ServiceNow’s Security and Risk capabilities, as well as Identity Security capabilities from Veza, we bring together all critical capabilities to secure every asset, every identity - incl. AI Agents - across all environments with the right level of context - security, operational and business - to build the first of its kind autonomous defense platform for the Agentic Enterprise.

ServiceNow started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The role of the Success Advocate is to act as an advocate for our customers.You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Qualifications

To be successful in this role you have:

• 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 AI's potential impact on the function or industry.
• Experience working in the cybersecurity industry is a priority for this search
• Fluent in English and German languages is a must
• Minimum 7 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications

FD21

Additional Information

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In 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 [emailprotected] 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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