Training Customer Success Specialist at ServiceNow
ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.Job Description
What you get to do in this role:
This position reports to: Training Operations leader
Partner with Services Account Executives, Solution Consultants, and Customer stakeholders to chaperone Key Accounts through the ServiceNow Training Ecosystem.
Recommend and build a unique training schedule (utilizing all types of training offered throughout the department), that best fits each Key Account’s internal deadlines.
Usher Key Accounts through the execution of each custom built training schedule, before their pre-paid training purchase expires.
Communicate Training purchase expiration dates and execution challenges to both internal and external Key Account stakeholders, with a focus on account relationship management to ensure a positive experience and repeat business.
Oversee the Key Accounts ongoing backlog across the board to ensure timely burn down, minimize expiration, and maximize value realized.
Create and socialize dashboards for Key Account management visibility.
Follow up with Key Accounts to capture success stories and socialize via marketing team.
Escalate challenges or negative experiences to Key Account owners as appropriate.
Identify any additional training requirements not covered by existing training schedule scope and share with Key Account owners for further attention.
Lead Operational improvement and process development efforts to support this role and our customers.
To be successful in this role you should have:
Bachelor’s degree, or equivalent experience
At least 2 years of experience in Technology based Training Coordination and Customer service.
Experience in a matrixed, global business environment.
Detail oriented and advanced organizational skills.
Excellent written and verbal communication skills.
Excellent requirements gathering skills.
Excellent Presentation skills.
Intermediate to advanced MS Office skills; skilled at using Outlook, experience with learning management systems beneficial.
Self-starter and ability to work on your own.
Customer service centric style/attitude.
Commitment to excellence.
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.
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 [email protected] 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.
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