Senior Customer Success Sponsor, Global Guided

Job Description
As the Global Customer Success organization continues to grow, this is a great time to join us.
We are looking for a customer centric individual who will manage a small, revolving portfolio of customers.
You will be an additional set of eyes &
ears sharing customer sentiment to the leadership team and wider, global CS delivery organization.
This role will report to the Global Senior Director, Global Guided &
Portfolio Success Management.
Job Description (What you get to do)
You will act as the CS Sponsor for key Impact Guided customers across the globe.
You will use your experience &
skills to support &
coach the assigned CSM’s.
You will evangelize the ServiceNow Impact Guided brand.
You will take responsibility for the delivery &
reporting of all major programs, projects and Initiatives that involve the Global Guided team.
You will champion the acceleration of platform adoption, driving customers to achieve their business objectives, and mitigate risk.
You will be responsible for managing robust feedback systems to capture comprehensive insights into customer satisfaction and identify areas for improvement.
You will track key customer experience metrics such as NPS and CSAT to measure the effectiveness of customer success initiatives.
You will identify customer needs proactively and offer tailored solutions and support to enhance their overall experience.
You will support the Global Guided Leadership team with renewals and pre-sales conversations.
You will support the Global Guided Leadership team with the organization's hiring strategy and efforts.