Job Description Reporting to the EMEA Lead, Customer Health Assurance, the mission of the Strategic Advisor, Customer Health Assurance is to work with ServiceNow’s customers in ensuring improvement in adoption, customer satisfaction, and removing obstacles to expanding the long-term partnership as part of the Customer Excellence Group. The Customer Health Assurance team is an integral part of our Customer Excellence Group. The mission of the Customer Health Assurance team (CHA) is to establish a centralized exception process that safeguards customer health, delivers measurable outcomes, and transforms value delivery while minimizing account health risk. What you get to do in this role: Solution Design: Working with customers to understand key concerns, issues, and reasons for obstacles that are preventing adoption or potentially leading to a downsell. Understand what is needed to promote continued adoption, improve overall satisfaction, and build appropriate plans to execute. ServiceNow Ecosystem Orchestration: Lead engagements with customers that require the coordination of different teams. Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer. Customer Engagement: Work with customers to create an optimization and/or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience. Advocacy: Work with internal leadership teams to formulate appropriate actions plans that help to improve overall customer satisfaction.