GenAI Strategist - GenAI Customer Success

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.

What you get to do in this role:

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services as well as external vendor partners such as Accenture and NVIDIA. As a GenAI Strategist, you will drive customer outcomes, roadmap, and value realization for GenAI technology within AI Lighthouse accounts and lead GenAI enablement programs and GenAI Impact accelerators for the broader Impact Delivery organization.

• Develop a GenAI roadmap to drive customer adoption and successful utilization of GenAI products across the ServiceNow platform to meet AI Lighthouse customers’ desired business outcomes
• Identify and prioritize opportunities for GenAI innovation and growth within customer accounts
• Create and manage roadmaps for Generative AI technology adoption and maturity across multiple customers
• Facilitate knowledge sharing and GenAI accelerator delivery among customers and internal stakeholders to ensure the effective use of ServiceNow’s GenAI products
• Analyze market trends, competitive landscape, and emerging technologies to stay abreast of industry developments and identify new opportunities for ServiceNow GenAI innovation
• Define and track key performance indicators (KPIs) and conduct value realization exercises to measure the success of AI Lighthouse implementations
• Communicate insights and progress to senior leadership and stakeholders
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners

 To be successful in this role you must have:

• At least 5 years of experience in a strategy consulting or technology advisory role, experience with a focus on Artificial Intelligence, Machine Learning, or Data Science is preferred
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Ability to work independently and manage multiple projects simultaneously while meeting tight deadlines
• Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• Must be able to travel up to 50% annually
• Right to work in the country 

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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