Customer Success Executive

Summary

Join ServiceNow's Customer Outcomes team as a Customer Success Executive and accelerate platform adoption, improving customer outcomes. You will cultivate C-level executive relationships across 1-3 large enterprise customers, focusing on product adoption, renewals, and expansion of ServiceNow offerings. Develop executive relationships, understand customer goals, and create roadmaps. Execute co-delivery models, build relationships with ecosystem partners, and develop implementation strategies. Establish governance, maintain account relationships, advocate best practices, and contribute expertise on optimizing services. Provide high customer satisfaction metrics and manage outcomes to a CxO position.

Requirements

• 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
• 15+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience at F100 accounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Expertise in one industry, "minors" in one or two additional industries
• IT, HR, ad GBS Transformation experience
• Executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying goals and solving challenges
• Experience serving as part of a client account leadership team
• Experience expanding offerings with clients
• Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's
• 5+ years large program experience (multi-tracked, OCM)
• Experience managing outcomes to a CxO position
• Co-Delivery experience with Big 4, large SI's
• Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites
• FD21

Responsibilities

• Service 1-3 large enterprise customers
• Develop executive relationships with CIO,CFO,CHRO and business leaders
• Understand goals and develop customer roadmap
• Execute winning co-delivery models
• Develop relationships with ecosystem partners
• Develop implementation strategies and readiness process to accelerate time to value
• Establish delivery operating model governance
• Maintain account level relationships for clear value proposition within the account
• Participate in account delivery governance
• Advocate/champion ServiceNow's best practices
• Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
• Provide high customer sat metrics for assigned accounts