Description:
This product is built on ServiceNow’s market leading Now platform and applies service management discipline to improve an organisations service relationships (NPS) with its customers through a 360 degree improvement in customer service processes. We’re proud to say that ServiceNow Customer Engagement Solution was recently named a leader in the Gartner Magic Quadrant
What you get to do in this role:
- Support solution sales as a technical and domain expert of a client-facing sales team
- Help develop and contribute to sales campaigns focused on Customer Service and Customer Experience workflows
- Contribute and maintain a showcase of Customer Service workflow solutions created on the ServiceNow platform
- Lead discovery workshops to determine customers’ business challenges and deliver product demonstrations to align our solution with customer needs
- Handle product feature and technical questions from customers, channel partners and ServiceNow colleagues
- Configure demonstration environments to address customer requirements and business issues
- Deliver product demonstrations to customers and products, in person, and through WebEx
- Provide feedback to product management about product enhancements that can address customer needs and drive additional business value
- Share best practices and known solutions with other Solution Consultants to enhance the quality and efficiency of the other team members
- Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
- Communicate with both business and technical decision makers
- Responding to Request for Information/Proposal documents
- Supporting Marketing events – user conferences, trade shows, analyst demonstrations, webinars etc…
- Act as the ServiceNow subject matter expert at executive briefings / marketing events
Qualifications
Successful candidates typically have:
- 7+ years of pre-sales solution consulting or sales engineering experience in Customer Experience, CRM, or Customer Engagement industry
- Proficiency with the ServiceNow platform or technical expertise with cloud software solutions
- Pitch perfect communication, writing and presenting skills, with fluency in English essential
- Demonstrated relationship building skills, with proven success at developing and nurturing relationships up to and including C-level
- Experience speaking with both business decision makers, and technical decision makers, with the ability to effectively communicate ServiceNow value proposition and key differentiators to prospects
- Experience working on complex deals with Enterprise customers in a matrix team.
- Experience working collaboratively across a complex sales eco-system, with account teams, sales leadership, commercial, product management, product marketing, partners, and professional services
- Demonstrated territory management skills, including pipeline building and working closely with Sales counterpart to drive execution excellence
- Creative problem-solving skills with a growth mindset and desire to work in a fast-paced, high growth organisation
- Organised and detail-oriented
- A high degree of passion, energy and drive
- Willingness to travel as necessary