Who you are

• 6–10+ years in SaaS implementation, Customer Success delivery, Solution Architecture, Technical Consulting, or Customer Advocacy roles
• Proven experience managing complex enterprise implementations and multi-workstream programs with customer-facing accountability
• Strong track record in escalation environments, crisis management, or multi-party resolution scenarios where customer trust was at risk
• Exceptional executive communication and stakeholder management skills (customer, partner, internal C-level)
• Ability to influence without formal authority and build trust rapidly during high-stress situations
• High emotional intelligence with capacity to remain calm, empathetic, and solution-focused under pressure
• Strong problem decomposition, hypothesis-driven analysis, and ability to simplify complexity for non-technical audiences
• Demonstrated ability to balance customer advocacy with internal ServiceNow business considerations (scope, commercials, product constraints)
• Prior customer-facing roles with P&L responsibility, renewal accountability, or customer health ownership
• Experience working in SI/Partner ecosystems or multi-party delivery environments
• Industry vertical expertise (Healthcare, Federal, Financial Services, Manufacturing) with understanding of regulatory nuances (PHI, FedRAMP, PCI, SOC)
• Background in Sales/SE or pre-sales risk qualification that bridges commercial and delivery perspectives
• Change management or organizational transformation experience in enterprise technology deployments
• Deep understanding of ServiceNow platform architecture, integrations, workflows, scripting, performance, and data models
• Familiarity with at least two major workflow areas (ITx, SPM, SecOps/Risk, HRSD/Employee, Healthcare, GenAI)
• Knowledge of delivery lifecycle (SOW → design → build → UAT/OAT → cutover → go-live) and common failure modes at each phase
• Working knowledge of NowCreate or similar phase-based delivery methodologies

What the job involves

• The Customer Advocate Manager is a field-facing individual contributor who serves as the customer's champion during complex delivery challenges and escalations
• This role bridges the gap between customer outcomes and internal ServiceNow execution, ensuring that high-impact delivery blockers are resolved through cross-functional coordination while maintaining unwavering focus on customer success, trust restoration, and accelerated adoption
• The Customer Advocate Manager protects customer relationships, go-live outcomes, and renewal value by rapidly mobilizing the right resources, translating technical complexity into business clarity, and ensuring customers feel heard, supported, and confident throughout challenging delivery scenarios
• This role converts escalation experiences into opportunities for deeper customer partnership and systemic delivery improvements
• Serve as the primary Customer Advocate Manager and single point of accountability during high-impact delivery escalations
• Establish trust and executive transparency with customers experiencing delivery challenges, ensuring they feel supported and informed throughout resolution
• Translate technical blockers, platform constraints, and delivery risks into clear business impact and mitigation strategies for customer stakeholders
• Facilitate customer alignment and expectation management during high-risk delivery scenarios, balancing urgency with realistic resolution paths
• Mobilize and coordinate resources across Delivery, Product, Engineering, Support, Impact, Sales, and Partners to drive rapid resolution without direct personnel authority
• Lead triage, prioritization, severity classification, and action tracking for multi-workstream escalations with customer timeline protection as the north star
• Surface customer impact, adoption risks, and renewal considerations to ensure business context drives technical decision-making
• Participate in customer-facing escalation calls, technical deep-dives, and executive briefings with focus on transparency and confidence-building
• Drive day-to-day escalation management through structured RCA (Root Cause Analysis), technical triage, and architectural evaluation
• Identify and assess technical blockers, integration patterns, data issues, platform constraints, and design decisions impacting customer timelines
• Evaluate alternative solution paths, workaround strategies, and change-order implications with customer business continuity in mind
• Document escalation scenarios, resolution paths, and customer commitments to maintain accountability and closure
• Identify delivery red flags and emerging risks before they escalate, working proactively with delivery teams to course-correct
• Establish clear escalation intake via CRIR (Critical Risk Intake Request) with rapid triage and prioritization protocols
• Monitor delivery health signals across assigned accounts or industry verticals, flagging patterns that threaten customer outcomes
• Convert resolved escalations into reusable playbooks, patterns, knowledge articles, and reference architectures that prevent future customer pain
• Feed lessons learned back into NowCreate methodology, SOW templates, risk assumptions, estimation models, and enablement content
• Provide structured inputs to Product roadmap reviews, defect prioritization, partner enablement, and delivery onboarding improvements
• Assist with partner ecosystem uplift by identifying repeat escalation patterns and coaching on customer engagement best practices

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time