Associate Customer Success Guide

ServiceNow • Orlando, FL

6h • Hybrid

About The Position

As an Associate Customer Success Guide, you will be part of the Customer Excellence Group, responsible for driving customer success, growth, and adoption within the AMS region. Operating out of the Regional Success Center in Orlando 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. There is a minimum 3-day in-office requirement as part of this role with a large emphasis on team learning and collaboration.

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, Technology, Computer Science or AI related degree preferred.
• 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
• English/French or Portuguese bilingualism is a plus
• This role is based in our Orlando office. Applicants must currently reside within commuting distance or be able to relocate at their own expense. This role may require you to attend the office at short notice (1 hour) when business needs arise
• This position is not eligible for employment-based sponsorship

Responsibilities

• Onboard New Customers: Set customers up for success by introducing them to all the resources available to help them on their journey, via webinars and personalized 1:1 engagements
• Drive Adoption: Serve as a customer advocate, for all the products they have purchased and advise them on how to deploy and adopt them to meet their business needs.
• Proactive Guidance: Drive customers to resources they have available to them to enhance their ServiceNow experience
• Cross-functional Collaboration: Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level