About the job
- Act as a strategic consultant for clients, ensuring that ServiceNow's capabilities align with their business objectives and transformation initiatives.
- Design and implement customized Success and Advisory solutions that promote user adoption, maximize value, and ensure long-term customer satisfaction.
- Advise executive sponsors and program managers on governance, change management, and frameworks for measuring value.
- Collaborate across various teams—including Customer Success, Product, and Professional Services—to deliver a seamless and impactful customer experience.
- Serve as a trusted partner to clients, assisting them in developing internal capabilities and maturity to sustain transformation achievements.
- Lead cross-functional engagements in complex business transformation opportunities, partnering with Sales Leaders and Allies to generate enthusiasm and support for world-class transformation proposals.
- Strategically craft and implement an internal engagement plan and campaigns targeting prioritized customer accounts in early sales phases.
- Gain a comprehensive understanding of customer needs, use cases, and desired outcomes, influencing positive customer sentiment both pre- and post-sale.
- Champion enablement initiatives related to the introduction and evolution of Customer Excellence Group (CEG) in the region.
- Contribute insights, coaching, and updates on CEG priorities during Geo and Area Quarterly business reviews.
- Develop and continuously refine high-quality sales enablement content that effectively communicates the value of CEG innovations with a strong focus on customer benefits.
- Support recruitment and enablement efforts for key members of the Customer Excellence Group (Services Sales, Success Squads, Solution Sales) in the region.
- Create best practice assets and prescriptive sales strategies to drive customer and partner adoption.
- Facilitate strategic engagements and Business Value Assessments (BVA) for CEG.
- Enhance ServiceNow Impact penetration among top customers by refining effective strategies and supporting ANZ field sales.
- Collaborate closely with Delivery to capture unique business requirements that inform CEG product strategy, including new features and Accelerators.
- Work in tandem with Sales, Solution Consulting, Inspire Value, Product Marketing, Success resources, and Technical Alliances to inform product strategy and customer adoption plans.
- Develop customer references and spotlight success stories.
- Build strong customer relationships, becoming the go-to expert for the product within the sales organization for high-stakes conversations.
- Foster and maintain strong relationships with C-suite executives to gather insights for product evolution and method development.

