Strategic Advisor Customer Health Assurance, EMEA Central

Servicenow; München; Vor Ort; EUR 95.000 - 140.000; Vollzeit

Zusammenfassung

ServiceNow is seeking a Strategic Advisor in the EMEA region to partner with customers on improving adoption, satisfaction, and long-term value from the ServiceNow platform. You will coordinate across ServiceNow teams, drive governance, and shape action plans with executives to reduce health risks and accelerate outcomes.

The role emphasizes leveraging AI, enterprise transformation know-how, and strong customer relationships to ensure successful delivery and expanded partnerships across EMEA.

Qualifikationen

• Experience leveraging AI to enhance work processes, decision-making, and problem-solving.
• Proven experience driving customer post-sales platform health and adoption in a SaaS environment.
• Experience leading enterprise transformation programs including systems implementation and organizational change.
• Experience working with ServiceNow customers and knowledge of the ServiceNow AI Platform.
• Ability to collaborate with sales support and services teams within account teams.
• Engage across Enterprise Architects, Directors, VPs, and CXOs.

Aufgaben

• Adoption barrier assessment with customers to identify key concerns and obstacles.
• Adoption planning to promote continued adoption and satisfaction.
• Lead cross-team engagements across ServiceNow to orchestrate ecosystems.
• Escalate issues impacting customers to executives.
• Create optimization or adoption plans aligning activities, timelines, owners, outcomes.

Kenntnisse

AI for processes

Platform health

Enterprise transformation

ServiceNow knowledge

Executive stakeholder mgmt

Integration architectures

Security & privacy

Customer relationships

Sales collaboration

Tools

ServiceNow

Jobbeschreibung

Reporting to the EMEA Lead, Customer Health Assurance , the mission of the Strategic Advisor is to work with ServiceNow's customers in ensuring improvement in adoption, customer satisfaction and removing obstacles to expanding the long-term partnership as part of the Customer Excellence Group.

The Customer Health Assurance team is an integral part of our Customer Excellence Group. The mission of the Customer Health Assurance team CHA is to establish a centralized exception process that safeguards customer health delivers measurable outcomes and transforms value delivery while minimizing account health risk.

What you get to do in this role

• Adoption barrier assessment: Work with customers to understand the key concerns, issues, and obstacles preventing adoption.
• Adoption planning: Determine what is needed to promote continued adoption, improve overall satisfaction, and build appropriate plans to execute.
• ServiceNow ecosystem orchestration: Lead engagements with customers that require coordination across different ServiceNow teams.
• Escalation: Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer.
• Customer engagement: Work with customers to create an optimization or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience.
• Advocacy: Work with internal leadership teams to formulate action plans that help improve overall customer satisfaction.
• Partner funding engagement leadership: Lead assigned partner funding engagements for EMEA Central accounts, from risk validation through delivery, resolution, and outcome review.
• Opportunity assessment: Determine whether a partner funding engagement is the right intervention for adoption, downsell, loss, or customer health risks, and align the Account Executive, Platform Architect, Customer Success Executive, and relevant leadership before engagement begins.
• Partner coordination: Work with Partner Management and the selected delivery partner to define scope, expected outcomes, roles, timelines, and the customer-facing proposal.
• Delivery oversight: Track delivery progress, scope adherence, customer communications, CSAT signals, and emerging risks, escalating unresolved delivery, commercial, or partnership issues when needed.
• Outcome management: Confirm whether the original customer risk has been addressed, capture outcomes such as downsell mitigation or deals unblocked, and document lessons learned and follow-on actions.
• Pipeline and reporting: Maintain accurate status across assigned engagements and provide timely updates on progress, risks, dependencies, and outcomes to the EMEA CHA Lead.

To be successful in this role you have

• Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Proven experience driving customer post-sales platform health and adoption, ideally in a SaaS environment
• Experience leading large, enterprise transformation programs including systems implementation, organizational change and business justification development.
• Experience working with ServiceNow customers, with solid working knowledge of the ServiceNow AI Platform and the ability to engage credibly across technical and non-technical stakeholders.
• Experience working with sales support and services teams with the ability to work as an extended part of the account teams
• Ability to provide expertise and work with internal ServiceNow product teams
• Interact at multiple levels within a customer account Enterprise Architects Technical Architects Directors VPs and CXOs
• Knowledge of enterprise integration service-oriented architectures and microservices
• Knowledge of security data privacy data governance across different verticals
• Instant customer credibility with a record of building customer relationships

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, 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 pr