Full Time
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Job Type

Full Time

Job Details

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The role of the Customer Success Advocate is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

  • Work with leadership to establish goals
  • Identify new projects to undertake to guide goals
  • Coach your team members to help them grow their careers
  • Lead your team to improve technical health, deployment and adoption activities for their portfolio
  • Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
  • Manage the portfolio of accounts, hitting your goals and driving overall customer success
  • Assign out activities to other team members to achieve outcomes and address customer needs
  • Improve development of new Success Plays
  • Work with customers to create new use case/success stories
  • Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
  • Reduce number of escalated customers
  • Improve best practice development and guide junior team members

  • Must be already authorized to work in Japan
  • Must be fluent in both Japanese and English
  • Minimum 10 years in management consulting leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations across Enterprise/Large Enterprise companies  (Digital/SaaS/Enterprise Software) 
  • Demonstrated success leading and growing a team of individual contributors 
  • Familiar with multiple ServiceNow product suites 
  • Proven track record of success at large companies and government departments 
  • Understanding of issues and imperatives driving digital transformation 
  • Depth in digital transformation design, implementation, and management 
  • IT, HR, and GBS Transformation experience 
  • Strong executive relationships with department and agency executive leaders 
  • Experience identifying mission objectives and solving challenges, serving as part of a key client account leadership team 
  • Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs) 
  • 5+ years large program experience (multi-tracked, OCM) 
  • Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients 
  • Fanatical about customer success and tenacious at driving long-term customer value  
  • Highly data-driven with commitment to drive business outcome and value realization across the portfolio 
  • Track record of expanding offerings with clients 
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars  
  • Must be able to travel up to 50% annually 


Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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Director Customer Success, Japan
I'm Interested