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ServiceNow is seeking a Strategic Advisor for Customer Health Assurance to join the EMEA Central region, reporting to the EMEA Lead. This role is part of the Customer Excellence Group and focuses on ensuring customer adoption, satisfaction, and long-term partnership expansion.
Key Responsibilities:
- Conduct adoption barrier assessments to identify obstacles preventing customer adoption and develop mitigation strategies
- Create and execute adoption and optimization plans aligned with customer needs, timelines, and outcomes
- Orchestrate cross-functional ServiceNow team engagements to address complex customer challenges
- Escalate critical issues to appropriate executives within ServiceNow and customer organizations
- Lead partner funding engagements for EMEA Central accounts, from risk validation through delivery and outcome review
- Assess whether partner funding interventions are appropriate for adoption, downsell, loss, or health risks
- Coordinate with Partner Management and delivery partners to define scope, outcomes, roles, and timelines
- Oversee delivery progress, track CSAT signals, and escalate unresolved risks
- Confirm outcomes, capture results (downsell mitigation, deals unblocked), and document lessons learned
- Maintain accurate pipeline status and provide regular updates on progress, risks, and dependencies
- Interact credibly with multiple stakeholder levels: Enterprise Architects, Technical Architects, Directors, VPs, and C-suite executives
- Provide expertise and collaborate with internal ServiceNow product teams
This is a high-touch advisory role requiring deep customer engagement, enterprise transformation experience, and the ability to drive measurable business outcomes while managing complex, multi-stakeholder initiatives.
Requirements:
- Proven experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
- Demonstrated success driving customer post-sales platform health and adoption, ideally in a SaaS environment
- Experience leading large enterprise transformation programs, including systems implementation, organizational change management, and business justification development
- Working knowledge of ServiceNow customers and the ServiceNow AI Platform; ability to engage credibly across technical and non-technical stakeholders
- Experience collaborating with sales support and services teams as an extended account team member
- Ability to provide expertise and work effectively with internal ServiceNow product teams
- Demonstrated ability to interact at multiple organizational levels within customer accounts
- Knowledge of enterprise integration, service-oriented architectures, and microservices
- Knowledge of security, data privacy, and data governance across different verticals
- Established track record of building customer relationships and commanding instant customer credibility
