Customer Success Specialist - Industry Workflows Consultant
Drive customer success by delivering innovative solutions to complex business challenges, working closely with clients to understand their needs and deliver value.
* Conduct discovery workshops with telecommunications providers to understand industry-specific needs and recommend suitable solutions.
* Deliver product demonstrations showcasing how ServiceNow's Customer & Industry Workflows accelerate telco transformation.
* Build trusted relationships with ANZ telco customers and ecosystem partners to foster collaboration and account growth.
* Guide strategic initiatives like customer journey mapping, zero-touch service operations, and AI-driven experience improvements, aligning with measurable business outcomes.
* Provide feedback to product management on telco-specific requirements.
* Share best practices and artefacts with other Solution Consultants to improve team capability.
* Stay informed on telecommunications trends and ServiceNow's differentiation in the vertical.
Required Skills and Qualifications:
* Experience integrating AI into workflows and decision-making processes.
* Deep telecommunications industry expertise, including OSS/BSS systems and customer experience challenges.
* 7+ years in pre-sales solution consulting, supporting Tier-1 or Tier-2 telco accounts.
* Proficiency with the ServiceNow platform, especially Customer & Industry Workflows, and understanding of the TSM data model.
* Strong technical skills in cloud solutions and integrations with platforms like Amdocs, Netcracker, Ericsson, or CSG.
* Excellent communication skills, capable of engaging stakeholders from operational staff to C-suite.
* Territory management skills, including pipeline development and relationship management across Australia and New Zealand.
* Willingness to travel as needed.
* ServiceNow or relevant technology certifications preferred.
Key Performance Indicators:
1. Deliver innovative solutions to drive customer satisfaction.
2. Build strong relationships with ANZ telco customers and ecosystem partners.
3. Provide valuable feedback to product management.
4. Improve team capability through knowledge sharing.