Customer Success Executive

The Role:

The Customer Success Executive is accountable for the strategic leadership and execution of postsales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNows longterm value by accelerating customers journey to success ensuring predictable renewals and maximizing the impact of ServiceNow across their business transformation initiatives.

As a trusted advisor youll partner with Clevel executives guide seamless delivery of business transformation and foster collaboration with ServiceNows teams and strategic partners.

What You Get to Do in This Role:

• Drive PostSales Success: Own and lead the customers postsales transformation aligning ServiceNows offerings to customer goals and bringing relevant industry thoughtleadership to the table. Foster strong relationships with CLevel executives to deliver on business outcomes.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre and postsales strategies delivering longterm value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIsadoption technical health renewals customer satisfaction and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure longterm success.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader drive innovative solutions for our customers always looking for opportunities to help them achieve their longterm goals. Foster a culture of agility and calculated risktaking within the team.
• Agree Success Metrics and Milestones: Establish clear measurable success metrics with the customer and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications :

Ideal Candidate:

The ideal candidate will have extensive experience leading largescale digital business transformations acting as a trusted advisor to both internal and Clevel customer executives. You will be an expert in governance strategy and execution across crossfunctional teams and have a track record of delivering scalable repeatable success preferably with ServiceNow platform knowledge and experience. Your passion for driving customer success at an enterprise scale and your ability to work in complex dynamic environments will be key to your success in this role.

To be successful in this role you will need:

• Educational Background: BA/BS or equivalent required Masters degree preferred.
• Experience: A minimum of 15 years in a management consulting or leadership role at a toptier consulting firm solution consulting or similar positions focused on technologyenabled business transformations (Digital/SaaS/Enterprise Software).
• Leadership Expertise: Demonstrated success in running largescale strategic accounts and exceeding business objectives. Proven track record in building and leading highperforming Customer Success or Consulting teams.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• CrossFunctional Leadership: A history of working across multiple functions and driving alignment in large matrixed environments.
• CLevel Relationships: Strong experience building relationships with Clevel business leaders including within some of the worlds largest enterprises.
• Adaptability: Ability to thrive in rapidly changing environments adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a handson approach to ensure critical tasks are completed efficiently.
• Collaboration and Communication: Excellent communicator and influencer with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs challenges and motivations with a keen ability to address concerns and ensure satisfaction.

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 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. 

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