• Build structured project plans that work backward from goals, tracking all deliverables, owners, and timelines across stakeholders. • Maintain real-time, accurate documentation in Salesforce and Asana. • Act as the central point of alignment between internal teams (Product, Tech, WFD, DCT). • Identify risks early and flag them appropriately before they become blockers. • Communicate the tradeoffs while preparing customers for risks, delays, or necessary tradeoffs.

• Maintain a deep understanding of the company's products and underlying technology (salesforce.com platform) to effectively advise and educate customers on how to best leverage the features of the platform. • Develop and maintain strong relationships with the assigned customers, serving as the main point of contact for any questions, issues, or requests. • Continuously monitor customer usage and engagement to identify potential issues or opportunities for upselling and expansion of services. • Provide training and guidance to ensure a smooth and successful onboarding experience. • Address and resolve customer concerns or problems in a timely and effective manner, working closely with cross-functional teams when necessary. • Gather feedback from customers and relay it to relevant departments within the company to drive product enhancements. • Provide regular reports and updates on customer health, satisfaction, and progress towards their goals to internal stakeholders.

About the role At Inspectorio, the Key Accounts team is at the forefront of enabling customers to unlock the full value of our platform across quality, sustainability, and compliance functions. As a Customer Success Associate, you’ll work closely with CSMs across enterprise accounts, gaining hands-on exposure to real implementations and customer engagements. You’ll report directly to a Senior CSM and follow a structured individual development plan designed to build your capabilities progressively. Enterprise accounts at this level involve long implementation cycles, multiple stakeholders, and high client expectations, this role requires someone who can operate with professionalism and sound judgment from day one. What you'll do - Support the Key Accounts team by driving operational efficiencies, process improvements, and cross-functional collaboration. - Assist in Business Reviews and strategic check-ins with customers. - Help prepare and present 360° views of customer health metrics and KPIs. - Contribute to renewal and invoicing activities to ensure timely contract continuity. - Support customer onboarding, configuration, and training aligned to their business processes. - Help identify customer risks and blockers to adoption, and coordinate with the Senior CSM to resolve them effectively. - Document customer insights and internal processes to ensure knowledge continuity across the team. - Build working knowledge of customer business contexts through business analysis, process mapping, and participation in strategic reviews. Qualifications - Customer Relationship & Advocacy – Builds trust-based connections and supports the team in advocating customer needs internally. - Based in Brazil, with full professional fluency in both Portuguese and English (written and verbal). - 2 years minimum experience in customer success, account management, consulting, or a client-facing role in a SaaS or tech environment. - Customer & Business Insight – Gathers and applies business context to improve outcomes and customer engagement. - Platform & Technical Acumen – Learns to navigate Inspectorio’s platform, supporting client configurations and resolving usage challenges. - Customer Journey Support – Assists with key lifecycle milestones including onboarding, engagement, and renewal. - Effective Communication – Prepares materials for executive-level meetings and participates in strategic conversations. - Adaptability & Growth Mindset – Embraces feedback and change, eager to grow and learn in a dynamic SaaS environment. - Detail-oriented, organized, and able to manage multiple tasks simultaneously. Strong interpersonal skills and a customer-first mindset. - Comfortable using AI tools (e.g., ChatGPT, Claude, Gemini) to improve personal productivity, drafting, summarizing, creating automations or preparing materials faster and with more consistency. Benefits Why it would be awesome to work with us - 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time. - 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable. - 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially. - 🌱 Grow with us: We're invested in your personal and professional development. - 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation. - 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself. - 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture. Our Values - EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better. - AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work. - COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed. - HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.

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 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. Team Join the Product Excellence team at ServiceNow and help shape the future of the Finance & Supply Chain line of business! Together we will transform employee and supplier experiences and make work seamless, integrated and efficient. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself. Role The Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their procurement digital transformation journeys, ensuring their successful deployments of Finance & Supply Chain solutions to secure customer references. If you are passionate about customer success, championing new technologies, and developing the success stories that the company will use to make this product successful in market, this role is for you! What you get to do in this role: - Oversee Lighthouse and other customer programs - - Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries - Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering - Bring pain points, use cases, and opportunities back to inbound product team to influence product strategy on behalf of customers - Develop and manage reference activity - Engage Marketing, value selling and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements - Work with pre-sales to match reference customers with potential customers to help close open opportunities - Support customer and partner onboarding - - Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog - Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution - Measure and monitor customers success - - Develop and monitor key adoption success metrics - Measure customer health and adoption scores - Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health Qualifications To be successful in the role, a candidate should have these qualifications: - 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role. - 5+ years of experience managing executive business stakeholders in a customer organization, preferred. - 2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role - Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub preferred - Knowledge of ServiceNow’s integration tools and capabilities preferred - 2+ years of experience working with procurement and/or supply chain processes or technology preferred - Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain - Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development - Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events. For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. 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 [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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: AMS - North America and Canada - Work Persona: Flexible or Remote