APAC Strategic Advisor Customer Health Assurance CEG

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.

Based in either Sydney or Melbourne and reporting to the AP Lead Customer Health Assurance, the GEO Strategic Advisor Customer Health Assurance works with ServiceNow's customers to improve adoption and customer satisfaction, and remove obstacles to expanding the long-term partnership with customers as part of the Customer Excellence Group.

The Customer Health Assurance (CHA) team is an integral part of our Customer Excellence Group. Its mission is to establish a centralised exception process that safeguards customer health, delivers measurable outcomes and transforms value delivery while minimising account health risk.

What you get to do in this role

Solution Design:

• Work with customers to understand key concerns, issues, and reasons for obstacles that are preventing adoption 
• Understand 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 the coordination of different teams
• Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer

Customer Engagement:

• Work with customers to create an optimisation and or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience

Advocacy:

• Work with internal leadership teams to formulate appropriate action plans to improve customer satisfaction

To be successful in this role, you have:

• Minimum 15 years of related work experience
• Experience leading enterprise transformation programs, including systems implementation, organisational change and business justification
• Experience working with the ServiceNow Platform with ServiceNow customers, and an in-depth understanding of the ServiceNow architecture and platform
• 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, including Enterprise Architects, Technical Architects, Directors, VPs, and CXOs
• Ability to travel up to 30 percent of the time
• 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, 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 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 [email protected] 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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