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 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. Key Responsibilities Customer-Centric Escalation Leadership - 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. Cross-Functional Orchestration for Customer Outcomes - 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. Structured Problem Solving & Technical Triage - 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. Proactive Risk Mitigation & Early Warning - 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. Knowledge Enablement & Continuous Improvement - 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. Qualifications To be successful in this role you have: - 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. Customer Advocacy & Influence Skills: - 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). Preferred Experience: - 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. FD21 For positions in this location, we offer a base pay of $165,500 - $289,600, 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

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements. Job Requisition: Logistics Strategic Advocate Location: Remote Position Type: Part-Time (20 hours per week average) Customer: Headquarters, U.S. Marine Corps, Installation & Logistics (I&L), LPI Hourly Rate: $95.00 - $101.00 Job Description: Knowledge Management, Inc. is seeking an experienced Sr. Logistician with specific experience with the Marine Corps' Information Technology portfolio and LCMS. This individual will be intimately familiar with Marine Corps logistics systems, analyzing equipment readiness trends and issues. This position will focus on analyzing logistics information systems efficacy and adequacy and making recommendations for improvement. Key Responsibilities: - Provide support to the HQMC LPI LCMS program effort. - Provide subject matter expertise for the Marine Corps Logistics IT portfolio. - Provide LCMS support over the shoulder support. - Support the production, and review of briefings intended for leadership information and decision making on Logistics IT future state. - Coordinate and obtain information internal and external to prepare spreadsheets, briefings, reports, and/or recommendations to assist in providing responses to queries as required. Minimum Qualifications: - Minimum of 20 years of experience with U.S. Marine Corps Logistics - Bachelor's degree in business, operations research, Data Analytics, Computer Science, or a similar field (Additional 4 years of experience if no degree) - Has knowledge and experience in working with Logistics IT stakeholders within HQMC I&L, MARCORSYSCOM, and LOGCOM. - Familiarity of the organization structure of the Marine Corps operating forces, the Support Establishment, Reserves, and other DoD agencies - Have a mastery of HQMC administrative organization, processes, and procedures - Proficient in SharePoint and Microsoft Suite: Word, Excel, Teams, and PowerPoint Desired Qualifications: - Prior military logistician with tours of duty at Headquarters, U.S. Marine Corps, Installations & Logistics (I&L) and/or Field Supply & Maintenance Analysis Office (FSMAO) teams Security Clearance: - Active DoD Secret security clearance required. Availability - This position is anticipated to be available on or about 18 May 2026 Benefits: All full-time employees are eligible to participate in our benefits programs: - Health, dental, and vision insurance - 401(k) retirement plan - Paid time off (PTO) and holidays - Group Term Life and Accidental Death and Dismemberment Insurance - Voluntary Term Life Insurance - Short and Long-term disability insurance Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Disability Statement. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at marie@knowledgemanagement.com.

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships, we’ll always find EMPATHY WHAT IS YOUR ROLE As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships, we’ll always find EMPATHY WHAT IS YOUR ROLE As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.