Associate Customer Success Guide

ServiceNow•West Palm Beach, FL

7h•Remote

About The Position

This role is an exciting opportunity to be a Valued team member in the newly created Customer Excellence Group to drive customer success and platform adoption across AMS. You’ll work with some of the most important customers, helping them unlock the full potential of our products while contributing to strategic growth initiatives. Job Description: As an Associate Customer Success Guide, you will be part of a newly formed Customer Excellence Group, responsible for driving customer success, growth, and adoption within the AMS region. Operating out of the regional hub, you will serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services. You'll work on time-bound engagements to accelerate adoption, retention, and expansion, collaborating with internal teams and executive stakeholders.

Requirements

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.
Business-related degree preferred.
0-2 year(s) of professional work experience
Excitement for a career in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting.
Passion for SaaS, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.
Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
Program management experience, passion for customer success and improving workplace productivity through innovative technology solutions.
Additional language preferred

Responsibilities

Customer Success Focus: Serve as a customer advocate, onboarding customers understanding their business needs and helping them achieve measurable outcomes.
Cross-functional Collaboration: Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
Executive Engagement: Manage and nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
Best Practices and Enablement: Support customers to attend our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
Escalation Management: Quickly resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer engagement.
Outcome-Driven Engagement: Support execute customer success plans with clear goals, timelines, and success metrics, ensuring customers see the value in our solutions.
Work with a Large Portfolio of AMS customers, to understand their business drivers, challenges, and desired outcomes.
Serve as the trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
Facilitate Business Reviews and other strategic sessions, ensuring alignment between customer needs and our solutions.
Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.