Total 8 job vacancies by ServiceNow

The Commercial Account Executive will produce new business sales revenue from software licenses within customers in the [insert location here] area with 1,000 to 5,000 employees. This will be achieved through territory planning, including researching prospect customers, using business development strategies and completing field-based sales activities within an assigned territory.

What you get to do in this role:

The Commercial Account Executive builds relationships within Mid-Market clients while achieving quarterly and annual sales quotas for an assigned territory.

• Develop and run a sales strategy in the allocated territory with a target prospect list, and a regional sales plan
• Partner with the marketing team to initiate marketing plans to increase growth
• Qualify prospects and develop new sales opportunities and ongoing revenue streams
• Arrange and conduct initial product demonstrations and presentations
• Lead ongoing account management to ensure customer satisfaction and improve additional revenue streams
• Be a trusted advisor to your customers by understanding their business and advising on how ServiceNow can help their IT roadmap

What you get to do in this role

• Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.
• Participate in weekend and holiday on-call rotation as required.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

What you get to do in this role:

• Responsible for selling our industry leading SaaS and PaaS offerings to a specific region, working together with our Partner Solution Consultants to ensure the Service Provider capitalises on the full benefits of ServiceNow Platform
• Responsible for implementing the Service Provider Program with existing and prospective Service Providers within a specified region
• Support and lead on all Service Provider Sales which are related to the End Customers of the Service Provider and for external shared services to the public market (Internal Use led by Field Rep)
• First line support to Field Sales (commercial or non) for guidance on all matters relating to Service Providers (such as best practice, GTM approach, building IP and solution positioning) in partner with ACE Solution Consultants
• Responsible for selling our industry leading SaaS and PaaS offerings to a specific region, working together with ACE Solution Consultants to ensure the Service Provider capitalises on the full benefits of ServiceNow Platform
• Responsible to explain the SP Partner Program nuances, details and 3rd party use rights to the Service Provider
• Lead and support the Service Providers to drive an accelerated “growth agenda” which takes into account their strengths and the power of the ServiceNow platforms based on partners core capabilities and customer footprint
• Building sales and marketing strategies with the Service Provider to capitalise on the ServiceNow Platform
• Manage development of new applications based on ServiceNow platform, assisting Service Providers from earlier stage (use case definitions) to the market and promotion of packaged Business Offerings
• Be the trusted advisor to the partner by understanding their existing and future IT road map to drive Identify, recruit, enable, develop, manage and motivate new partners (including training, demand generation, co-selling, forecast management, business plan development, and collection
• Pipeline management, sales process management including effective forecasting and opportunity closure in support of direct sales team

This Platform Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow Workflow solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

Platform Solution Architect brings architectural guidance, business acumen in the industry (e.g., Employee Experience, Customer Service, Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.

What you get to do in this role:

• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a customer’s technology landscape, while informing customer on governance best practices
• Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organisations
• Establish mutually beneficial relationships with Workflow product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
• Promote continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings

What you get to do in this role:

• Manage a book of mid-market renewals as the primary or secondary driver in close alignment with the Mid-Market Account Executive.
• Develop win/win negotiation strategies that maximise contract value while enhancing the customer relationship and the value they are realising from ServiceNow.
• Engage independently in customer conversations around renewal timing, pricing, legal, and general customer needs.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of ServiceNow licensing models to provide both sales and customer assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Own renewal forecasting cadence and opportunity management and ensure forecast is accurate and escalate risk as needed.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal(s) and customer options and notify customer of upcoming contract expiration.
• Work with Legal, Deals Desk, and Sales Operations to resolve complex issues regarding approval and finalisation of executable OF

What you get to do in this role:

Imagine a world where every business runs at the speed of now.

As a Director of Solution Consulting, Customer & Industry Workflows, you'll play a pivotal role in making this a reality. 

You'll lead a high-performing team of Solution Consultants, hungry to innovate and humble enough to learn from every interaction.

Together, you'll wow our customers by developing and delivering cutting-edge solutions that transform how businesses operate. You'll foster a team environment where everyone feels valued and empowered to contribute their unique perspectives.

Key Focus:

• Hungry: Continuously push boundaries and exceed customer expectations.
• Humble: Embrace feedback and learn from every internal and external experience.
• Wow Our Customers: Deliver exceptional experiences and  outcomes that exceed expectations.
• Create Belonging & Win as a Team: Build a high-performing and inclusive team that thrives on collaboration and celebrates shared success.