What you get to do in this role:
As a member of ServiceNow s Global Learning & Development organization and specifically the School of Customer Excellence, the Success Hub Delivery Sr. Specialist is responsible for onboarding early-career Customer Success Guides in one of our regional Success Centers (Dublin, Costa Rica, Bangalore).
As a Success Hub Delivery Manager, you are responsible for delivering live, primarily in-person onboarding and training. Our CS Guides, based in the Success Centers, are focused on helping customers onboard successfully and guiding them to value as a ServiceNow customer. These early-in-career hires require guidance, coaching and skill-building and your role as a Success Hub Delivery Manager is focused on ensuring they have the necessary skills, knowledge, and tools to excel in their roles. This role is highly cooperative and involves working with key stakeholders across Global Learning and Development, Customer Excellence Group,
subject matter experts in the field and others to both refine and deliver the content these Success Guides will need to be successful.
Responsibilities include but are not limited to:
- Be a lead delivery instructor of onboarding curriculum for new hire Customer Success Guides, covering product knowledge, customer success techniques, industry insights, customer value realization, and the broader customer journey.
- Use various training methods like presentations, role-playing, and hands-on activities to onboarding curriculum in VILT settings.
- Leverage expertise and empathy to be a credible facilitator and coach for new hire sellers and sales leaders.
- Provide ongoing coaching and support to new hires to reinforce learning and address individual needs.
- Leverage surveys to gather feedback from CS Guides, leadership and the rest of the School of Customer Excellence to continuously improve and evolve onboarding content.
- Partner with Global Learning and Development colleagues to maintain onboarding documentat