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Retention Solution Consultant - job 1 of 2

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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

As a member of our Solution Consulting team, you will have a major impact on our future success by partnering with the Technical Account Management team. This role will focus on building strong customer relationships by identifying technical challenges, and proposing solutions that will drive adoption and maximize customers’ investments . You will work across the ServiceNow ecosystem working with Sales, Partners, Product Management, and the Leadership team. The Retention Solution Consultant will require deep technical knowledge in order to position and deliver the best solutions to our customers, ensuring customer satisfaction, and driving long-term partnerships with ServiceNow.

Responsibilities

The Retention Solution Consultant is a technical consultant with the advanced ability to develop and position product-specific solutions during sales cycles. More specifially, they will be asked to:

Build and maintain strong, long-term relationships with clients
Partner with the Technical Account Management team to develop and execute account plans to drive growth and retention
Support product sales as a technical and domain expert of a client-facing sales team
Lead discovery sessions & workshops to determine customers' challenges and deliver product demonstrations to align our solution with customer needs
Guide strategic programs in top accounts such as customer journey sessions for roadmap and outcomes agreement
Provide feedback to product management about product enhancements that can address customer needs and deliver additional value
Share best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team
Stay current on competitive analysis and market differentiation
Drive upsell and cross-sell opportunities based on technical product knowledge
Support marketing events including executive briefings, conferences, user groups, and trade shows

Qualifications

Education:

Bachelor’s degree in Business, Engineering, Computer Science, or a related field.

Experience:

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.
1+ years of pre-sales solution consulting or sales engineering experience
Proficiency with the ServiceNow platform
Experience working collaboratively with product management, product marketing, partners, professional services or similar job functions
Territory management skills, including managing pipeline and working with Sales counterparts to promote execution excellence

Technical Skills:

Understanding of the ServiceNow platform or similar cloud-based solutions, experience with IT Service Management and ITIL preferred
Ability to understand technical documentation and troubleshoot issues
Proficiency in CRM tools and productivity software (e.g., MS Office, etc.)

Soft Skills:

Excellent communication and interpersonal skills
Ability to simplify technical concepts for non-technical stakeholders
Strong problem-solving skills and a solution-oriented mindset
Effective time management and multitasking abilities

Key Competencies:

Technical Acumen:
A strong grasp of technical concepts and the ability to stay updated on emerging technologies.
Customer-Centric Approach:
Dedicated to understanding and meeting customer needs.
Sales Orientation:
A focus on identifying and closing growth opportunities while maintaining technical credibility.
Collaboration:
Ability to work seamlessly across teams (e.g., sales, engineering, customer success).
Adaptability:
Thrives in dynamic environments and can handle shifting priorities with ease.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$80000 / YEARLY (est.)

min

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$70000K

$90000K

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What You Should Know About Retention Solution Consultant, ServiceNow

At ServiceNow, we believe in making the world work better for everyone, and our Retention Solution Consultant position embodies this mission. Based in Waltham, Massachusetts, you’ll be a vital part of our Solution Consulting team, collaborating closely with the Technical Account Management team to enhance customer relationships and address their technical challenges. In this role, you’ll leverage your deep technical knowledge to provide tailored solutions that maximize our customers' investments in our innovative, AI-powered platform. You'll engage with clients by leading discovery sessions and showcasing our products in action, ensuring they understand the value we bring. Your insights will be crucial in guiding strategic programs and providing feedback to our product teams for continuous enhancement. As a trusted expert, your responsibilities will also include supporting the sales process and driving upsell opportunities by anticipating customer needs. By sharing best practices with your peers and staying updated on market trends, you'll not only contribute to customer satisfaction but also foster long-term partnerships with ServiceNow. With a strong focus on collaboration and adaptability, you'll thrive in our dynamic environment. If you're passionate about customer-centric solutions and want to be part of an industry leader in technology, the Retention Solution Consultant role at ServiceNow could be your exciting next chapter!

Frequently Asked Questions (FAQs) for Retention Solution Consultant Role at ServiceNow

What are the main responsibilities of a Retention Solution Consultant at ServiceNow?

As a Retention Solution Consultant at ServiceNow, your primary responsibilities will include developing strong client relationships, leading discovery sessions to identify customers' challenges, guiding strategic programs, and delivering tailored product demonstrations that align with customer needs. You will be a key player in the sales process, acting as a technical expert to ensure maximum customer satisfaction and retention.