Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

As a member of ServiceNow’s Global Learning & Development organization and specifically the School of Customer Excellence, the EMEA Success Hub Delivery Senior Specialist is responsible for onboarding early-career Customer Success (CS) Guides in one of our regional Success Centers (Dublin, Costa Rica, Bangalore).

As a Success Hub Delivery Senior Specialist, you are responsible for delivering live, primarily in-person onboarding and training. Our Customer Success Guides, based in the Success Centers, are focused on helping customers onboard successfully and guiding them to value as a ServiceNow customer. These early-in-career hires require guidance, coaching and skill-building and your role as a Success Hub Senior Specialist is focused on ensuring they have the necessary skills, knowledge, and tools to excel in their roles. This role is highly collaborative and involves working with key stakeholders across Global Learning and Development, Customer Excellence Group, subject matter experts in the field and others to both refine and deliver the content these Success Guides will need to be successful.

Responsibilities include but are not limited to: 

Be a lead delivery instructor of onboarding curriculum for new hire Customer Success Guides, covering product knowledge, customer success techniques, industry insights, customer value realisation, and the broader customer journey.Use various training methods like presentations, role-playing, and hands-on activities to onboarding curriculum in Instructor led training settings. Leverage expertise and empathy to be a credible facilitator and coach for new hire sellers and sales leaders.   Provide ongoing coaching and support to new hires to reinforce learning and address individual needs. Leverage surveys to gather feedback from Customer Success Guides, leadership and the rest of the School of Customer Excellence to continuously improve and evolve onboarding content.  Partner with Global Learning and Development colleagues to maintain onboarding documentation, manuals, and resources for ongoing reference.

Qualifications

Qualifications
The ideal candidate thrives in a fast-paced environment, is an exceptional communicator, can distill substantial amounts of information into simple concepts and can build effective working relationships cross-functionally. Most importantly, this person is a highly skilled facilitator, engaging and has a passion for supporting early-in-career staff members.

To be successful in this role you have: 

4+ years’ experience in enablement as a trainer or leader of enablement programs. Experience developing and deploying global enablement programs at-scaleStrong facilitation skills, both in person and virtually. Understanding of and/or experience delivering enablement to customer success roles Understanding of adult learning principles, enablement design and development processes with a focus on Customer Success-specific programs and outcomes. Effective communication, critical thinking, and interpersonal skills Ability to maintain an elevated level of productivity in a fast-paced, team environment while managing multiple competing priorities. 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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