Job Summary

8+ years in a customer facing role as a Solution Architect, Technical/Process
Consultant, Customer Success manager, or additional related role.
5+ years of experience managing executive business stakeholders in a
customer organization, preferred.
2+ years of experience with the ServiceNow platform in a technical capacity:
developer, solution architect, technical consultant, or additional relevant role
Knowledge of ServiceNow platform topics such as Playbooks, Process
Automation Designer, and Integration Hub preferred
Knowledge of ServiceNow’s integration tools and capabilities preferred
2+ years of experience working with Legal or Contract Management processes
or technology preferred
Experience implementing ServiceNow Legal & Contract Operations products
strongly preferred.
Fanatical about customer success and tenacious about advising, coaching and
mentoring customers on our technology as well as the disciplines of
procurement and supply chain
Other skills which will help you succeed in this role: data driven, experience with
value consulting/realization, verbal and written communication talent, content
(webinar) development

Key Responsibilities

1. To integrate/re-engineer / design process(s) to maximize the adoption and usage of pre-delivered Best Practices /Standard Functionalities
2. To evaluate & recommend different appropriate product solutions based on customer requirements.
3. To identify and facilitate customer to implement organizational changes required for effective business product Implementation
4. To design and conduct solution workshop(s) to get early buy-in from the relevant stakeholders and thereby also identify additional opportunities to engage with the client
5. To develop and guide others for their career progression
6. To continually update oneself for developing self; contribute to business cases| market collaterals etc.

Skill Requirements

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Other Requirements

Create content showcasing product adoption sequencing and capabilities that are known to drive value for customers who
have deployed them. Publish the content to Community and YouTube channel.
• Create product training content for ServiceNow Impact teams. Includes a 101-level product overview, explanation of common
use cases, and agentic capabilities.
• Deliver training sessions for ServiceNow Impact teams based on the content created in the line above. Include at least 1 live
session in each geographic region and a recorded version.
• Engage with customers to deliver architecture reviews, customer capability reviews, and advisory/best practice sessions with a
goal of driving product adoption for Legal, HR, and S2P products.
• Contact core account + Impact team CSMs and CSEs of low adoption and undeployed customers to share adoption content
and product training material.
• Contact solution sellers and Impact team CSMs & CSEs of customers renewing in the next 4 quarters to obtain renewal risk
assessments and details.
• Program manage cross-team initiatives (value metrics, Focus customer program, Journeys adoption tracking, downsell risk
management)
• Monitor reporting compliance – SSFs and Tasks included in all plays and vanguards; cases are updated at least once/week.
• Triage CRIR requests and risk signals to identify when PEx engagement is needed. Report findings to team manager for
prioritization.
• Review and improve NowCreate content. Deploy the product, create the templates/content, publish to Best Practice Center,
clean up broken links, remove outdated content.
• Create customer story slides. Work with Outbound Product Management to publish on the Sales Success Center.