• Own customer outcomes from post-sale implementation through renewal, adoption, and expansion • Lead customers through deployment, onboarding, testing, training, and operational rollout • Partner with customer stakeholders across security, IT, operations, and leadership teams to define goals, success criteria, and measurable outcomes • Develop deep proficiency in the Ambient.ai platform and help customers apply it effectively in real-world environments • Navigate technical and operational complexity by breaking ambiguous problems into clear next steps and driving cross-functional alignment • Build trusted relationships with both day-to-day users and executive stakeholders • Capture customer feedback and field insights to help shape product, process, and go-to-market improvements • Identify opportunities to deepen customer impact and expand the partnership over time • Travel up to 30%

• Lead, mentor, and scale a team of Technical Account Managers, setting clear goals and development plans. • Build onboarding, enablement, and training programs to ensure consistent, high-quality TAM delivery. • Define and track key success metrics including time-to-value, adoption, integration depth, customer health, and retention impact. • Develop scalable engagement models, playbooks, and best practices to standardize post-sales technical support. • Serve as an escalation point for complex technical or strategic customer issues and oversee key customer relationships. • Partner with Account teams to support renewals and expansions by ensuring customers achieve measurable value. • Act as the voice of the customer internally, sharing insights with Product and Engineering to inform roadmap priorities. • Collaborate with Sales, Customer Success, and Marketing to drive a seamless and successful customer lifecycle.

Company Description 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. Job Description The Company Work matters. It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you're an engineer, a sales professional, a finance professional, or anything in between, our roles aim to provide each person with meaningful impact and plenty of space to grow. The Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Expert Services team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. The Role The Technical Consultant is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow Risk & Resilience products based on configuration leading practices - all with the goal of accelerating and driving customer business outcomes. What you get to do in this role:• Develop solutions for our customers through technical configuration of the Risk & Resilience products• Be the technical expert in how to configure best and implement the Risk & Resiliency product portfolio using ServiceNow leading practices focused on configuration vs. customization• Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of OOB vs. customization• Advise customers in their efforts to take advantage of the ServiceNow Risk solutions' standard capabilities in their efforts to improve their Risk processes• Participate in customer design workshops focused on ServiceNow Platform and Risk solution technology• Drafting more technically-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them• Guides and provides ad-hoc oversight/training for the customer's future system administrators throughout the engagement• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes• Develop required integration components (REST/SOAP API, Integration Hub, etc.) with multiple systems• Develop required workspace components using UIB and otherwise to meet the acceptance criteria• Prepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solution• Juggle multiple and complex projects/initiatives• Promoting continuous improvement practices for delivery/engagement materials• Supporting specific services sales activities when required• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request• Up to 30% travel annually, driven by customer needs and internal meetings Qualifications In order to be successful in this role, we need someone who has:• Current active ServiceNow certifications: o Certified System Administrator (CSA) o Certified Implementation Specialist in Risk and Compliance (CIS-RC)• 3-5 years of ServiceNow configuration/development experience for complex, highly-capable technologies - inclusive of integrations• 1-3 years of ServiceNow Integrated Risk Management (IRM) configuration/development experience configuration/development experience• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving technical problems• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies• Proficiency in ServiceNow scripting and Glide Scripting• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity• Proven team player and team builder We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. Additional Information 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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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 globaltalentss@servicenow.com 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a professional like you to be responsible for applying strong industrial technical expertise and a customer-focused mindset to support generation of new business and maintain existing business with key industrial customers/accounts for the North America Industrial Formulators surfactant water soluble polymers business. You will lead field technical support servicing broad industrial chemical market for surfactants and water soluble polymers while being the End-Market technical expert. This role reports directly into the Head of Technical Services Group lead. There will be an estimated travel requirement of 50% - 75% (primarily across the NA region). As a Technical Service Manager, Industrial Formulators, you create chemistry by: - Identifying and driving new business opportunities in industrial markets by partnering with Sales, building technical relationships with strategic customers, translating customer needs into actionable solutions, and leading complex customer projects; leveraging strong CASE and chemical processing market knowledge and formulation expertise. - Serving as the primary technical liaison for customers and distribution partners, advancing technical projects and identifying unmet customer and market needs to support the transition to commercial revenue. - Translating customer and market requirements into actionable, profitable technical projects through close collaboration with Application Technology Scientists, Product Development, Marketing, and Sales teams. - Building, strengthening, and strategically leveraging external technical partnerships to maximize business impact and ensure effective joint customer follow-up with Sales. - Developing and managing a robust technical opportunity pipeline from identification through commercialization, including documenting customer interactions in Salesforce (SFDC), prioritizing opportunities, removing technical barriers, coordinating with Sales, and providing detailed feedback on both successful and unsuccessful outcomes. - Applying creativity, independent thinking, and technical expertise to define required application data and guide Application Technology Scientists in delivering tailored solutions, while effectively positioning BASF product value propositions and identifying portfolio gaps related to unmet market and customer needs. - Developing and executing technical strategies that support business growth while managing multiple complex customer engagements simultaneously with a high level of attention to detail. Qualifications - Hold a bachelor's degree in chemistry, chemical engineering or a related scientific discipline. - Possess 10 or more years of direct experience in formulating, providing technical service, and/or conducting application work in the field of industrial chemicals (chemical processing/manufacturing, CASE, pulp/textile, and health) with a focus on surfactants and water soluble polymers. - Have strong customer focus and ability to be a team player with both external and internal stakeholders aiding your ability in understanding customer needs through close interaction/frequent visits and providing solutions that effectively and profitability address those identified needs. - Bring strong ability to communicate both in written and verbal form with varying stakeholders (e.g., Technical and Commercial teams, customers, etc.). - Are a self-starter, proactive, comfortable with ambiguity, ability to influence, interpersonal skills, strong communication skills, detail oriented, strong analytical skills. Benefits - Flexible work arrangements whenever possible. - Highly competitive retirement savings plan with company match and investment options. - Well-being programs that include comprehensive mental health support for you and your household family members. - Family forming benefits (fertility, adoption and surrogacy reimbursement, maternity/parental leave, and more). - Back-up child and elder care with discount programs for families of all ages and stages. - Mentoring and career development opportunities that allow you to share, learn, and thrive. - Matching gifts program that allows you to deepen the impact of your contributions to qualified charities. - Employee crisis support for when the unexpected happens. - Access to our BASF wine cellar, employee discounts, and much more!