UKI GVP Customer Advocate

ServiceNow; Staines-upon-Thames; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in the UK is seeking a Customer Advocate to manage and enhance customer engagements and relationships. This role involves designing engagement programs, leading strategic meetings, and collaborating with stakeholders to ensure quality interactions. Candidates should possess strong problem-solving skills, the ability to influence effectively, and familiarity with productivity tools. A dynamic work environment awaits, fostering flexibility and trust.

Qualifications

• Proven problem-solver with customer-centric approach.
• Ability to build consensus among stakeholders.
• Experience leading high-performing teams.
• Strong ability to influence and resolve conflicts.
• Capable of managing change in dynamic environments.
• Excellent verbal and written communication skills.
• High energy and strong work ethic.

Responsibilities

• Design and execute the Customer Engagement program.
• Lead executive-level customer engagements.
• Capture takeaways and track action items.
• Ensure best practices for executive sponsorship.
• Optimize processes for customer meetings.

Skills

Customer needs understanding

Building consensus

High-performing team leadership

Influencing and motivating others

Change management

Executive presence

Verbal and written communication

Proficiency in PowerPoint

Proficiency in Excel

Familiarity with productivity tools

Tools

Power BI

Dynamics

Job description

Reporting directly to the GVP and General Manager, UK & Ireland, the Customer Advocate will be responsible for the design and execution of the UKI Customer Engagement program. You are an integral part of the GVP's office and prioritise, calibrate, prepare, deliver and follow up on customer and partner 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, value, maturity)
• Scheduling and preparing briefings with the respective account teams
• Documenting 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 UKI ServiceNow 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 maximise impact and accelerate relationship strength with our key accounts.

Key Responsibilities

• Lead, organize, and manage executive‑level customer engagements for the GVP 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 UKI leadership team to elevate key issues that are stalled.
• Ensure best in class executive sponsorship and deal championing for selected UKI 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 GVP gets docs in a timely manner, working with AEs and account teams on customer follow‑up notes, work with sales reps to make sure commitments are completed and follow‑ups scheduled

Key Deliverables

• Executive sponsorship engagement program for the GVP
• Customer journey and stakeholders power mapping
• One source of truth / 360° view of the customer engagements
• Streamlined and efficient leverage of P5 visits, industry engagements, governmental affairs and speaking opportunity

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.

Qualifications & Skills

• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem‑solver mindset; ability to take big ideas and make them simple and digestible
• Command for building consensus amongst numerous high‑powered stakeholders and pushing forward to tangible output/outcomes quickly
• Proven capability of building and guiding high‑performing teams, either in a direct or indirect/matrixed capacity
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Ability to manage change and ambiguity with an action‑orientation/drive - must thrive in a dynamic environment with a strong ability to prioritize
• Executive presence, excellent verbal and written communication
• High energy, strong work ethic, disciplined execution skills
• Proficient with PowerPoint, Excel, Power BI, Dynamics, and familiarity with several prominent productivity tools

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 - ServiceNow 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.