Lead Consultant
4 weeks ago
Responsibilities:
- Leading the customer with world class business / technical advisory and ensuring that the tools made available are utilised appropriately to maximise the probability of renewals. i.e., Account Plan, Entitlements, QBR/CSAT, Value Realisation, Account 360
- Proactively driving new opportunities on CASE Accounts to identify at least $1 of opportunities for every $1 the customer has spent on CASE. e.g., $100K customer > $100k of additional opportunities (excluding renewals)
- Assisting Sales and Presales to proactively grow the list of active CASE customers through the acquisition of new logos.
- Achieving Gross Profit (GP) target of on each CASE Contract.
- Achieving ongoing operational efficiencies.
- Contributing to the growth of company’s culture and ways of working.
- Maintaining an active Career Development Plan with career, training and certification goals achieved on-time.
Qualifications:
- Have an IT Degree, relevant tertiary education in Computer Science or relevant experience
- Have at least 7+ years of successful ServiceNow support/delivery
- General understanding of ServiceNow licensing
- Self-motivation to proactively utilise the ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organisation
- Demonstrated effective interpersonal and communication and negotiation skills
- A clear understand of ITIL Service Management practices with specific focus on Incident, Change and Problem Management
- Experience in providing application support in ServiceNow
- Experience in prioritising competing demands and achieve results with customer focused approach
- Strong business acumen, analytical mind focused on problem-solving, strong technical skills and customer presentation skills
- Successful teamwork experience and intuitive understanding when to escalate
- Experience across multiple ServiceNow releases ideally from Orlando to most recent release, ability to clearly articulate release updates and impacts to customers
- Understanding of, and ability to adapt to, both Waterfall and Agile project methodologies
- Additional ServiceNow Certifications or Accreditations
Tell employers what skills you have
Negotiation
Licensing
Service Management
Business Acumen
Presales
Career Development
Agile
Technical Advisory
Problem Management
Application Support
Entitlements
Presentation Skills
ITIL
Articulate
ServiceNow
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