Customer Success Partner Senior Advisor Location: Bangkok, TH, 10500 Employment Type: Regular Full Time Expected Trave: 0 - 10% Department: Consulting and Professional Services Job Description: We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. Primary Tasks and Responsibilities: - Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer confirming value and renewing their license subscriptions (remote based, digitally) - Build trusted relationships with customers in order to support value-based consumption focused activities (remote based, digitally) - Monitors SLA performance and maintain high level of customer satisfaction - Engage with Global Customer Success Centres to leverage expertise as needed throughout the customer lifecycle - Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans - Act as primary point of escalation for customers account issues - Overall churn mitigation and account adoption/expansion for your assigned customer portfolio - Assisting with the setup and orchestration of customer events and activities - Responsible for renewal and churn reporting for BTM APAC. Including forecasting that is regularly updated and issue resolution. Role Benefits: - Work with customers to build trust and guide them on their transformation journey. - Acquire the latest skills and deepen knowledge to apply BTM tools to successfully support cloud projects, including RISE with SAP Methodology and Clean Core. - Expand your internal network through collaboration with various departments beyond BTM for project success. - Develop the ability to contribute to an international team through communication with colleagues and superiors from SAP Global and APAC. - Solving difficult challenges requires not only the SAP perspective but also the partner perspective. Solving various challenges by leveraging both perspectives brings great satisfaction and contributes to your career growth. Requirements: - Strong customer-facing presence and relationship-building skills - Background in Customer Success Management type roles is a plus - Experience driving renewals, expansions, and up-sells of subscription-based software solutions - Understanding of enterprise architecture (EA), business process management (BPM) and/or business models, process mining and analytics, strategies, and line of business processes is a plus - Business expertise in SAP LeanIX, or similar EA tool is a plus - Ability to proactively involve customer stakeholders and related parties (internal SAP stakeholders). - Persistent at dealing with internal and external stakeholders to problem solve and secure responses. - Proactive and cooperative team player Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. Requisition ID: 453339 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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 ServiceNow CRM Application Center of Excellence Specialist is a senior individual contributor responsible for the governance, design quality, and adoption of the ServiceNow CRM platform across customer deployments. ServiceNow CRM - encompassing Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM), and the industry solutions - is the organization's unified platform for delivering seamless, AI-powered experiences across the entire customer lifecycle. In this role, you will champion governance standards, contribute to solution design, and drive enablement programs that build deep platform fluency across the business. Working closely with our Product Excellence architects, you will serve as an application subject matter expert (SME), working closely with stakeholders, technical teams, and the ServiceNow partner ecosystem to ensure the platform is deployed to its full potential. KEY RESPONSIBILITIES Governance & Standards• Own and maintain CoE standards, configuration policies, and naming conventions specific to the ServiceNow CRM platform, including CSM, SOM, FSM and Industry Solution modules.• Maintain comprehensive documentation, including runbooks, configuration records, decision logs, and process guides, within the CoE knowledge repository.• Monitor the ServiceNow release calendar (quarterly upgrades) and assess the impact of new CRM capabilities on existing configurations, flagging risks and opportunities.• Contribute to the evolution of CoE governance frameworks as the ServiceNow CRM product expands - including AI Agents, Agentic workflows, and new CRM modules.• Conduct regular platform audits covering configuration integrity, user access controls, data quality, and alignment with ServiceNow best practices and upgrade readiness requirements. Architecture & Solution Design• Participate in solution design reviews for new CSM, SOM, FSM and Industry Solution requirements, ensuring proposed configurations follow low-code-first principles and adhere to CoE architectural standards.• Document integration patterns between ServiceNow CRM and adjacent systems such as ERP, CPQ, contact centre platforms, marketing automation, and identity management tools.• Evaluate incoming product enhancement requests and classify them by complexity, risk, and alignment with the ServiceNow out-of-the-box (OOB) philosophy - advocating for configuration over customization wherever possible.• Support the architecture of AI-powered workflows within ServiceNow CRM, including the design of AI Agent use cases for customer service automation, lead qualification (Tenon), and order management.• Assess technical debt from legacy customizations and contribute to rationalization roadmaps that improve upgrade velocity and platform sustainability.• Assist with scoping and onboarding of new ServiceNow CRM capabilities, including Industry Solutions, Field Service Management enhancements, Sales Playbooks, Needs Analysis workflows, and Configure-Price-Quote (CPQ) tooling. Training & Enablement• Design and deliver role-based training programs for ServiceNow CRM end users, covering agent workspaces in CSM, sales workflows in SOM, and dispatch and scheduling in FSM.• Build and maintain a CoE enablement library including quick reference guides, walkthrough videos, knowledge articles, and feature release summaries - hosted within the ServiceNow knowledge base.• Serve as a first-line subject matter expert and escalation resource for complex CRM platform questions from business users and operational teams.• Track adoption metrics, case deflection rates, and user feedback to proactively identify knowledge gaps and design targeted enablement interventions.• Lead CoE initiated programs during major releases or new module go-lives, providing hands-on coaching and issue triage for end users.• Facilitate CoE community of practice sessions, platform demo days, and release preview sessions to build CRM platform literacy across the organization. Qualifications Required• 10 years of hands-on experience administering or configuring ServiceNow, with direct exposure to Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM) and Industry Solutions.• Working knowledge of core ServiceNow platform capabilities, including Flow Designer, Business Rules, UI Policies, Catalogue Items, and Reporting.• Understanding of CRM business processes, including case management, customer lifecycle management, order-to-cash, field service dispatch workflows, and industry processes.• Experience supporting or contributing to application governance activities such as change control, audit preparation, and configuration documentation.• Strong written and verbal communication skills, with the ability to explain platform concepts clearly to non-technical stakeholders and business leaders.• Demonstrated experience delivering platform training, user guides, or enablement content in an enterprise environment. Preferred• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist - Customer Service Management (CIS-CSM).• Familiarity with ServiceNow AI and automation capabilities, including Now Assist, AI Agents, and Agentic workflow design.• Experience with ServiceNow integration patterns, including IntegrationHub, MID Server, REST/SOAP APIs, and third-party connectors.• Exposure to Agile / SAFe delivery methodologies within a platform team or CoE environment.• Knowledge of change management frameworks (e.g., Prosci/ADKAR) as applied to CRM platform rollouts.• Familiarity with contact centre integration models (CCaaS) and how they connect to ServiceNow CSM for omnichannel service delivery. COMPETENCIES & SUCCESS FACTORS• Platform depth - you know ServiceNow CRM well and stay current with the product roadmap, release notes, and emerging capabilities.• Governance mindset - you apply rigor to documentation, audit readiness, and configuration standards without slowing down delivery.• Collaborative communicator - you build trust across technical, operational, and business stakeholder groups and translate complexity into clarity.• Ownership and initiative - you identify improvement opportunities proactively and see them through without requiring close direction.• Enablement focus - you measure success not just by what you build, but by how well others can use what you've built.• Adaptability - you are comfortable operating in a platform that evolves quarterly and can rapidly assess the impact of new features on your environment. WHAT WE OFFER• A high-visibility, hands-on role at the centre of the organization's ServiceNow CRM transformation.• Exposure to the full breadth of the ServiceNow CRM suite - CSM, SOM, FSM, Industry Solutions, AI Agents, and emerging capabilities - across real enterprise use cases.• A collaborative, learning-first CoE culture that invests in platform certifications, training, and continuous development.• Competitive compensation, flexible work arrangements, and a genuine commitment to career growth.• A once-in-a-lifetime opportunity to join a dynamic, high-performing team of architects-hungry, humble, and relentlessly customer-focused-delivering exceptional outcomes together at pace. 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.

Role Description As a Customer Success Engineer, you are the primary technical partner for our post-sale customers, sitting at the vital intersection of engineering and customer success. You will anchor the technical relationship, acting as a hands-on expert capable of debugging production issues and writing sample code, while maintaining the strategic vision necessary to guide customers through complex onboarding and long-term adoption. This role is critical to ensuring our clients derive maximum value from our solutions. You will serve as the "voice of the customer" internally and the "face of engineering" externally, taking full ownership of account health and technical trust-building in a high-visibility, high-impact environment. Key Responsibilities - Guide customers through the full onboarding and integration lifecycle, including security reviews, environment setup, and hands-on implementation support. - Design and write sample code, scripts, and reference implementations to unblock customer engineering teams and accelerate their time-to-value. - Debug customer-reported issues by identifying root causes and owning the resolution process in direct partnership with internal product teams. - Lead technical discovery sessions to translate complex customer workflows into actionable deployment plans with clear success criteria. - Monitor account health and adoption metrics, proactively identifying gaps and driving the expansion of product usage across the enterprise. - Collaborate with Sales and Account Management to support renewal strategies and participate in defect triage to represent the customer's technical perspective. Qualifications - 3+ years of experience in a Customer Success Engineering, Solutions Engineering, or Technical Account Manager role. - Strong Software Engineering Fundamentals: Ability to read, write, and reason about production code and common enterprise patterns (APIs, Webhooks, Auth, Data Pipelines). - Advanced English: Fluent written and spoken business English is mandatory. - Ownership Mindset: Proven ability to take vague technical issues and transform them into actionable defect reports or capability descriptions. - Communication Skills: Exceptional ability to translate complex technical concepts for both developer-level and executive-level audiences. - Adaptability: Comfort operating independently in ambiguous, fast-moving, and remote-first environments. Nice to Have - Experience in a SaaS environment specifically managing high-touch enterprise accounts. - Familiarity with Developer Tooling, DevOps practices, or Cloud Infrastructure (AWS/Azure/GCP). - Background in QA or IT Operations in a prior individual contributor role. - Exposure to AI-native services or AI-positive development cultures. Benefits - 100% Remote - Holidays off - Paid Time Off - Health insurance assistance - Competitive USD compensation - Growth opportunities

Job Description: As a Customer Success Specialist, you’ll be responsible for using scale techniques to handle a large portfolio of customer contracts and drive value-based conversations throughout the customer lifecycle. You’ll focus on supporting, managing, and closing renewal transactions while collaborating across Revenue and Success, Marketing, and Legal teams to improve renewal forecasts and identify upsell opportunities. When expansion opportunities arise, you’ll partner closely with Account Executives to ensure the right resources are engaged to grow customer accounts. Who you’re committed to being: - A proactive relationship-builder who puts the customer’s success at the center of every conversation. - A data-driven professional who thrives in managing a high-volume portfolio while maintaining attention to detail and quality. - A collaborative teammate who works effectively across functions to deliver customer and company goals. - A results-oriented individual who finds creative, scalable ways to mitigate risk and drive renewals. - A clear, confident communicator who’s comfortable leading conversations via email, phone, and virtual meetings. What you’ll do: - Manage the complete customer lifecycle, including forecasting, opportunity management, quoting, agreement negotiations, and order creation and submission. - Engage proactively with Revenue and Customer Success counterparts to identify and mitigate risks within your customer base, often using digital or data-driven strategies. - Partner effectively and cross-functionally with Sales Account Executives to support expansion opportunities and ensure customers receive the best possible experience. - Collaborate with internal teams to improve renewal processes, forecasting accuracy, and customer outcomes. Experience you’ll bring: - Proven experience renewing customers and identifying expansion opportunities. - Background in business development, sales, or scaled customer success environments. - Track record of success managing a high-volume portfolio using data insights to improve efficiency. - Strong communication and organizational skills across multiple channels (email, phone, webinars, and virtual meetings). - Business acumen and analytical ability to address customer situations and drive measurable results. - Willingness to travel up to 10%. Requirements: - B2B SaaS experience; familiarity with SaaS renewal motion - Requires a minimum of 2 years of related or equivalent experience; a Bachelor’s degree, or an advanced degree without experience. - This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility. - Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs. Why you’ll love working here: - We work in a blended environment that supports collaboration, flexibility, and connection across teams. - We are mission-driven, shaping the future of tech upskillling and delivering impact that matters. - We foster a culture of inclusion and belonging, where everyone can contribute and thrive. - We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose. - Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more. About us: Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster. Physical Requirements: This role is primarily performed in an office or home office setting and involves standard computer-based work. EEOC Statement & Accommodations Statement: Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws. If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report. Pay Transparency: The annual US base + variable range for this role is $76,000 - $100,000 USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply. Applications must be submitted within 90 days after the initial posting date to be considered. Recruiting Scam Notice: Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page. #LI-SJ1