Customer Success Executive

Summary

Join ServiceNow as a Customer Success Executive and cultivate C-level executive relationships to improve customer outcomes, focusing on product adoption and value realization. Leverage your senior-level experience in management consulting and digital transformation to become a trusted advisor. Responsibilities include understanding customer strategic goals, executing co-delivery models, defining business value, and developing relationships with ecosystem partners. You will also develop implementation strategies, maintain account relationships, and advocate for ServiceNow's best practices. Success in this role requires extensive experience in professional services, a proven track record with Fortune 100-1000 accounts, and expertise in digital transformation. A deep understanding of the healthcare/life sciences industry is highly beneficial.

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
• Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record at Fortune 100-1000 accounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Experience in the healthcare/life sciences industry
• IT, HR, CSM or GBS Transformation experience
• Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO and business line leaders
• 5+ years large program experience (multi-tracked, OCM)
• Experience managing outcomes to a CxO position

Responsibilities

• Develop C-level executive relationships and relationship management across
• The overriding objective will be to improve Customer Outcomes at these accounts leading to customer's product adoption and value realization
• Cultivate trusted advisor status with executive customer stakeholders
• Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
• Understand customer strategic goals and contribute to customer roadmap development aligned with the customer’s product adoption strategy
• Execute winning co-delivery models
• Define, realize, and benchmark business value
• Develop relationships with ecosystem partners in order to deliver exceptional customer success
• Develop implementation strategies and readiness process to accelerate time to value
• Experience with creating and refining operating model governance
• Maintain account level relationships in order to support 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
• Deliver high customer CSAT metrics for assigned accounts

Preferred Qualifications

Knowledge and experience with multiple ServiceNow product suites greatly preferred