[Hiring] Strategic Advisor Customer Health Assurance @ServiceNow

Role Description

Reporting to the EMEA Lead, Customer Health Assurance, the mission of the Strategic Advisor is to work with ServiceNow’s customers in ensuring improvement in adoption, customer satisfaction and removing obstacles to expanding the long-term partnership as part of the Customer Excellence Group.

The Customer Health Assurance team is an integral part of our Customer Excellence Group. The mission of the Customer Health Assurance team (CHA) is to establish a centralized exception process that safeguards customer health, delivers measurable outcomes, and transforms value delivery while minimizing account health risk.

What you get to do in this role:

• Adoption barrier assessment: Work with customers to understand the key concerns, issues, and obstacles preventing adoption.
• Adoption planning: Determine what is needed to promote continued adoption, improve overall satisfaction, and build appropriate plans to execute.
• ServiceNow ecosystem orchestration: Lead engagements with customers that require coordination across different ServiceNow teams.
• Escalation: Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer.
• Customer engagement: Work with customers to create an optimization or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience.
• Advocacy: Work with internal leadership teams to formulate action plans that help improve overall customer satisfaction.
• Partner funding engagement leadership: Lead assigned partner funding engagements for EMEA Central accounts, from risk validation through delivery, resolution, and outcome review.
• Opportunity assessment: Determine whether a partner funding engagement is the right intervention for adoption, downsell, loss, or customer health risks, and align the Account Executive, Platform Architect, Customer Success Executive, and relevant leadership before engagement begins.
• Partner coordination: Work with Partner Management and the selected delivery partner to define scope, expected outcomes, roles, timelines, and the customer-facing proposal.
• Delivery oversight: Track delivery progress, scope adherence, customer communications, CSAT signals, and emerging risks, escalating unresolved delivery, commercial, or partnership issues when needed.
• Outcome management: Confirm whether the original customer risk has been addressed, capture outcomes such as downsell mitigation or deals unblocked, and document lessons learned and follow-on actions.
• Pipeline and reporting: Maintain accurate status across assigned engagements and provide timely updates on progress, risks, dependencies, and outcomes to the EMEA CHA Lead.

Qualifications

• Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights.
• Proven experience driving customer post-sales platform health and adoption, ideally in a SaaS environment.
• Experience leading large, enterprise transformation programs including systems implementation, organizational change and business justification development.
• Experience working with ServiceNow customers, with solid working knowledge of the ServiceNow AI Platform and the ability to engage credibly across technical and non-technical stakeholders.
• Experience working with sales support and services teams with the ability to work as an extended part of the account teams.
• Ability to provide expertise and work with internal ServiceNow product teams.
• Interact at multiple levels within a customer account: Enterprise Architects, Technical Architects, Directors, VPs, and CXOs.
• Knowledge of enterprise integration, service-oriented architectures, and microservices.
• Knowledge of security, data privacy, and data governance across different verticals.
• Instant customer credibility with a record of building customer relationships.

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, 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. And we're just getting started.

Join us to put AI to work for people.