• Respond to client queries via email, live chat, and ticketing systems in a timely and professional manner • Onboard new clients and guide them through product or service features • Monitor client accounts to proactively identify and resolve potential issues • Liaise with internal teams to escalate and resolve complex client concerns • Maintain accurate records of all client interactions in the CRM • Gather client feedback and share insights with the team to improve service delivery

Company Description すべての始まりは2004年、カリフォルニア州の陽光あふれるサンディエゴで始まりました。革新的なエンジニアであるフレッド・ラディが、働き方を変革できる可能性を見出したのです。 それから今日まで、ServiceNowはグロ-バル市場のリ-ダ-として、革新的なAI強化テクノロジ-を8,100社以上のお客様に提供し、その中にはFortune 500に選ばれた企業が85％程含まれています。 当社のインテリジェントなクラウドベ-スプラットフォ-ムは、人・システム・プロセスをシ-ムレスにつなぎ、組織がよりスマ-トで迅速、そして優れた働き方を実現できるよう支援します。 しかし、これは私たちの旅の始まりに過ぎません。世界をより良く働ける場所にするという目的を追求する私たちと共に歩みませんか？ Job Description Customer Success Guide（CSG）は、ServiceNowジャ-ニ-の各タイミングで顧客が『適切なリソ-スを、適切なタイミングで』活用できるよう導き、投資価値の最大化を支援します。特にオンボ-ディング期間での支援を中核とし、利用状況（アダプション）やエンゲ-ジメントのシグナルを踏まえたプロアクティブなガイダンスを、スケ-ラブルに提供します。CSGはさまざまなシステムで提供されるアラ-トやプレイブックを活用し、マイルスト-ン進捗や顧客環境の健全性の兆候を把握し、顧客に適切なリソ-スやガイダンスを提供します。 具体的な業務内容： オンボ-ディング• ウェビナ-または個別オンボ-ディングを実施し、顧客がServiceNowの利用開始に必要なリソ-スへアクセスできるよう支援• ServiceNow CommunityおよびServiceNow Universityへの登録を促進・完了を支援• Platform Owner等の重要な顧客コンタクトを特定し、情報を整備• Implementation Academy参加の促進、Partner Portal／Now Create／Success Centerのベストプラクティス案内 アダプション支援• 利用状況を監視し、利用状況に問題がある顧客にプロアクティブにコンタクトし課題を特定• プレイブックに沿って課題のトリア-ジを行い、キュレ-ションされたコンテンツやベストプラクティスを案内• 非アクティブ／応答が得られない顧客へのアウトリ-チ、リスク兆候やネガティブイベントの早期検知とエスカレ-ション プロアクティブガイダンス• キャンペ-ンモデルのエンゲ-ジメントを実行し、顧客へ有益な情報提供を継続• アカウント調査（導入状況・傾向・アップグレ-ドサイクル等）を踏まえ、役立つリソ-スやイベントを提案 フィ-ドバック＆継続的改善• 顧客の声（製品・プロセス・テクノロジ-）を整理し、社内へ共有して改善ル-プに貢献 Impact機会の創出• 顧客の課題に対してImpactが有効と判断できる場合、アカウントチ-ムと連携し顧客にImpactを通じた利活用支援の機会を創出 Qualifications 応募資格：• B2B領域における顧客対応（カスタマ-サクセス／導入支援／サポ-ト）経験• 多数の顧客ポ-トフォリオを優先度付けし、計画的に実行できるスキル（マルチタスク／タイムマネジメント）• 顧客の利用状況やシグナルをもとに課題仮説を立て、適切なリソ-スへ誘導できる問題解決力• デ-タ（利用状況・エンゲ-ジメント・マイルスト-ン）を読み解き、アクションに落とし込む分析力• 社内外ステ-クホルダ-と協働し、エスカレ-ションや引き継ぎを円滑に進めるコミュニケ-ション力• AIを活用したシグナル検知・プレイブック運用など、テクノロジ-を活用してスケ-ルする業務運用への関心• 日本語に堪能であること• 日本国内での就労が認められていること（該当する場合） FD21 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.

About Eve Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong. Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter. What You'll Do: - Lead and Develop a High-Performing Enterprise Team: Manage and coach 5-6 Enterprise CSMs who each carry 20-25 accounts, providing regular coaching, pipeline reviews, and career development to elevate individual and team performance. - Carry a Strategic Book of Business: Own 5-10 of Eve’s most strategic customer relationships as a player-coach, modeling the standard for enterprise engagement and maintaining deep relationships with senior law firm stakeholders. - Own Enterprise Methodology Execution: Ensure your team delivers a structured, repeatable engagement model that drives measurable adoption and value realization across enterprise accounts. - Orchestrate Cross-Functional Delivery: Coordinate Enterprise CSMs, AI Outcome Managers, and Integration Engineers on complex deployments and new product launches to deliver high-quality outcomes on time. - Protect the Balance Between Delivery and Strategy: Ensure implementation and onboarding work does not crowd out proactive relationship management and expansion activity. You own the prioritization framework that keeps both moving forward. - Drive Enterprise Renewals: Own the renewal strategy for your segment using a 12-month motion that includes QBRs, executive business reviews, stakeholder mapping, and ROI documentation to protect and grow enterprise ARR. - Identify and Execute Expansion: Surface and drive expansion opportunities including deeper adoption across practice areas and attach rates on add-on products, generating qualified pipeline and partnering with Sales on commercial motions. - Build Scalable Processes: Develop repeatable frameworks for enterprise onboarding, health monitoring, and risk intervention that your team can execute consistently as the segment grows. What We're Looking For: - Enterprise Team Leadership: Proven ability to hire, coach, and retain a team of senior individual contributors who manage complex, high-value customer relationships. - Delivery-Oriented Mindset: You understand that enterprise customer success is equal parts strategy and execution. You’ve built or run motions where your team owned the full customer journey from implementation through long-term value realization. - Strategic Account Management: Deep experience managing six- and seven-figure accounts with long sales cycles, multiple stakeholders, and outcomes that require organizational change management. - Cross-Functional Coordination: Comfortable orchestrating across product, engineering, and go-to-market teams to deliver complex customer outcomes on time and at quality. - Communication and Executive Presence: Can present confidently to C-suite stakeholders at law firms and internally to senior leadership, translating technical progress into business impact. - Data-Driven Decision Making: Uses health scores, usage data, and leading indicators to prioritize team effort and intervene on at-risk accounts before they become escalations. Preferred Qualifications: - 6+ years in Customer Success, Account Management, or Post-Sales Leadership with at least 2-3 years managing a team of 5+ in a B2B SaaS environment. - Experience at a consumption-based or usage-based SaaS company where customer value is driven by adoption depth and breadth rather than seat count. - A background in high-touch, services-oriented customer success where your team owned implementation, training, and ongoing value delivery. Experience in legal tech is a strong plus. - Track record of managing enterprise accounts with demonstrated success in retention, expansion, and executive relationship building. - Experience leading teams that do on-site customer engagement including implementations, workshops, or training programs that require travel and in-person delivery. - You’ve owned accounts where the real work was changing workflows and habits, not just driving feature adoption. Your best outcomes came from organizational change, not just onboarding. Benefits 💰 Competitive Salary & Equity 💹 401(k) Program with Employer Matching ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚗 Commuter Benefits* 🧑‍💻 Autonomous Work Environment 🖥️ Workplace Setup Reimbursement 🏠 Telecomm Stipend 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings 🥪 In office Perks* *In office employees only Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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 Woe with our most strategic customers to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company, to help organize and orchestrate the resources and activities to drive the degree of operational rigor, transformation maturity, and customer intimacy required at these strategic customers. lead and drive multiple Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. You will help define strategic goals and then be the key point of communication and coordination to ensure we deliverthe delivery team, keeping the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required. The ultimate goal is to drive the successful adoption of the ServiceNow platform to the customer's most critical business goals. Job Responsibilities - Translate ServiceNow capabilities into clear narratives aligned with the customer's strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives. - Lead creation of a unified approach on delivering on the transformation at our most strategic customers - across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance. - Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance. - As needed - Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers - Influence, support and provide thought leadership to the customer during times of ambiguity or conflict. - Collaborate with the Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered. - Support Business Development efforts for ongoing growth at these strategic accounts. Qualifications To be successful in this role you have: - 12 years progressive experience as part of a professional services organization. - Hands on experience leading and delivering transformation programs at scale, at G1000 organizations - Proven ability to orchestrate across multiple transformation workstreams, instill operational rigor in progam delivery and governance, incorporate relevant measures for early risk detection and mitigation. - Effectively navigate internal and external stakeholders to build coalitions around transformation programs - Adept at executive story telling and messaging, aligning strategic business outcomes with technical milestones - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - Ability to travel up to 50%. - Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment. - Demonstrated success driving complex issues through analysis and resolution. . - ServiceNow certification in aligned workflow. - Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow. - Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences. - 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.