Your mission will be to ensure the success of our top customers.  This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Manager for Creator workflows, platform, Workflow Data Fabric and Process Mining   In this role, you will: Be the focal point of contact/coordination for customer programs and events with Product Excellence  Develop a deep understanding on customer use cases and success outcomes Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services. Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders Build a strong base of referenceable customers and contacts within your assigned portfolio Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers. Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle. Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly. Ensure ongoing adoption by the customers of the new capabilities being delivered within our products Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedbackCollaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU. 
