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About the Role

Serve as a leader in the definition and execution of product adoption and growth success motions for Process Mining and core platform capabilities. Your mission will be to ensure the success of our top customers by helping them adopt Process Mining and the core capabilities of the AI Core Platform. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels.

Responsibilities

Be the focal point of contact/coordination for customer programs and events with Product Excellence
Develop a deep understanding of customer use cases, process improvement goals, operational bottlenecks, and success outcomes across Process Mining and the AI Core Platform
Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services
Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
Build a strong base of referenceable customers and contacts within your assigned portfolio
Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
Ensure ongoing adoption of new capabilities across Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control and clone management
Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, account team, Product Management and Product Excellence

Requirements

5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform
3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers
3+ years of experience in two or more ServiceNow core platform capabilities such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control and clone management
2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace or Portal
1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting
Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives
Experience with ServiceNow encryption capabilities is a plus
Fanatical about customer success and tenacious at driving long-term customer value
Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
Must be able to travel up to 25-35% annually once applicable to do so

Skills

Process Mining
AI Core Platform
ServiceNow Platform
Automated Test Framework
Upgrades
Health Scan
Usage Analytics
Platform Analytics
CI/CD
Source control
Clone management
Predictive Intelligence
Virtual Agent
AI Agents
Mobile App Builder
UI Builder
Workspace
Portal
Performance Analytics
ServiceNow encryption capabilities

Location

AMS - North America and Canada

Work Type

Flexible
Remote

Experience Level

5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform
3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers
3+ years of experience in two or more ServiceNow core platform capabilities
2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces
1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting

Salary/Compensations

$171,900 - $300,800

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs

About the Company

ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.