Customer Success Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage post-implementation relationships with federal, healthcare, and regulated-enterprise clients.

• Oversee the outcomes for a portfolio of accounts, gaining insight into customer needs, priorities, and platform maturity.

• Ensure customers maintain technical health with the current ServiceNow release and adhere to Norseman best practices.

• Identify and implement Success Plays or equivalent prescriptive guidance to enhance customer maturity and adoption.

• Promote license utilization and platform expansion, enabling customers to realize the full value of their investments.

• Collaborate with Norseman delivery teams, including Architects, BPCs, and EMs, to provide the right expertise to customers.

• Coordinate responses to escalations and mobilize resources within Norseman's ecosystem to resolve issues promptly.

• Communicate customer insights to Norseman leadership, highlighting adoption trends, renewal risks, expansion opportunities, and success stories.

• Assist in the support of ServiceNow platforms post-implementation, guiding customers to achieve their business objectives.

⛳️ Requirements

• Minimum of 5 years in customer success, professional services, or a related customer-facing support role.

• Proficient in integrating AI into workflows, including the use of AI-powered tools, automation, and AI-driven insights.

• Capability to operate independently across a portfolio of customers with minimal daily oversight.

• Strong analytical skills with the ability to discern significant signals from customer telemetry, usage data, and feedback patterns.

• Proven track record in resolving complex customer issues through structured analysis and collaboration across teams.

• Exceptional communication skills, capable of discussing platform health with engineers and business outcomes with CIOs.

• ServiceNow certifications or accreditations such as CSA or CIS, or similar credentials (preferred).

• Previous experience in a consulting or managed services setting (preferred).

• Familiarity with federal, healthcare, or regulated-enterprise customer environments (preferred).

• Experience with customer success platforms like Gainsight or Catalyst, or ServiceNow's Success Platform (preferred).

• Clearance requirements vary by engagement.

• Must be located in the United States.

🏝️ Benefits

• Fully remote work arrangement.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Small, collaborative team supported by the larger Norseman Defense Technologies organization.

• Opportunity to engage in impactful platform work for federal, healthcare, and regulated-enterprise clients.