Customer Advocate

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

Reporting to Natalie English, the Customer Advocate will play a critical role in designing and executing high-impact executive customer engagements on behalf of Customer Excellence Senior Executives. As a key member of the Customer Excellence Chief of Staff Office, you’ll orchestrate strategic interactions that drive measurable customer value and reinforce executive alignment across our most important relationships.

This role requires a forward-thinking, AI-native mindset—someone who naturally looks for opportunities to apply AI and automation to make processes smarter, faster, and more impactful. You will also be responsible for capturing, curating, and promoting customer value stories, and ensuring they are shared in the right forums to amplify impact and showcase outcomes.

Key Responsibilities

• Assess and calibrate incoming engagement requests—especially from Executive Sponsor Accounts—to ensure alignment with strategic priorities.
• Drive a deliberate, high-value pipeline of customer engagements, factoring in strategic alignment, account maturity, and business value, while maintaining a unified global view of CEG LT activities.
• Prepare CEG LT members for customer meetings by coordinating with account teams, tailoring briefing materials, and aligning content to each executive’s style and objectives.
• Document meeting outcomes, track follow-ups, and ensure post-engagement communications and commitments are completed.
• Partner with account teams, marketing, success, and other internal stakeholders to collect, curate, and communicate customer value stories, ensuring they are effectively shared in the most impactful forums.
• Champion continuous improvement by embedding AI-driven insights, automation, and efficient workflows into engagement processes.
• Collaborate with internal partners to strengthen feedback loops, surface insights, and scale best practices across customer engagement activities.

What You Get To Do In This Role

• Lead and manage executive-level customer engagements for the CEG Senior Executives, ensuring alignment with account maturity, pipeline health, and long-term relationship goals.
• Capture and communicate key outcomes, action items, and milestones, driving accountability for follow-through and escalating blockers when needed.
• Champion best-in-class executive sponsorship and deal advocacy for priority accounts, including governance frameworks, insight generation, and executive introductions.
• Optimize engagement processes through automation, AI-enabled tools, and scalable workflows—delivering efficiency while increasing impact.
• Work closely with cross-functional stakeholders (e.g., CSMs, CSEs, AEs, and Marketing) to curate and amplify customer success stories, showcasing measurable customer value across internal and external forums.

Qualifications

To be successful in this role, you have:

• An AI-native mindset, with proven curiosity and/or experience in applying AI to streamline workflows, generate insights, and improve outcomes.
• Experience leveraging AI-powered tools, workflow automation, or analytics platforms to improve processes.
• 0–2 years of experience in customer support, success, service, or a related field—or supporting executive leadership with customer engagements.
• Strong organizational skills and the ability to thrive in a fast-paced environment.
• Tech-savviness and comfort with new platforms and tools. Familiarity with Power BI, dashboards, and AI-driven reporting is a plus.
• A passion for customer success, cross-functional collaboration, storytelling, and continuous improvement.
• The right to work in the country in which you are applying.

FD21

For positions in this location, we offer a base pay of $114,300 - $188,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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