Customer Success Transformation Executive

Summary

Join ServiceNow's Customer Success team as a Customer Success Transformation Executive, driving value for one of our largest and most strategic accounts in Germany. You will develop and manage a Customer Impact account plan, collaborating with executive management and strategic partners to accelerate business and platform value. This role requires strong leadership, executive-level relationship management, and experience in digital transformation. You will be accountable for delivering results against key performance indicators (KPIs) and ensuring customer success. The ideal candidate will have extensive experience in management consulting or a similar role, with a proven track record of success in leading large-scale transformations and building high-performing teams.

Requirements

• BA/BS or equivalent, master’s degree preferred
• C-level Arabic and English languages
• Minimum 15 years in management consulting leadership role at a top-tier consulting company, solution consulting or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience running and transforming large-scale business organizations
• Demonstrated success and overall accountability for running strategic accounts and meeting or exceeding corporate business objectives
• Experience in successfully building and leading high-performing Customer Success or consulting functions
• Ability to drive operational rigor and financial metrics with team
• Strong executive C-level relationships with customer business leaders, including the world’s largest enterprises
• Experience working cross-functionally and bringing different functions along the journey
• Experience identifying business objectives and solving business challenges
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments
• Create repeatable delivery mechanisms to execute at scale
• Willingness to roll up sleeves to get critical tasks accomplished and remove roadblocks for team members
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Success plans
• Understands the importance of leading by example
• Strong collaborator, communicator and influencer, able to positively work across a global organization
• Keen ability to determine and understand customer motivations (wants, needs and concerns)

Responsibilities

• Drive enterprise-level cross-functional executive alignment and ServiceNow buy-in in VLE customers and ensure success expectations are met
• Advise and coach executive leaders on how CS delivery can be optimized to deliver digital transformation
• Be accountable for delivering results against KPIs (e.g., technical health, product adoption, NPS, CS renewal) for success resources within a strategic account. Own the engagement, drive towards business outcomes and successful transformation
• Ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time
• Evangelize ServiceNow customer success stories and processes to enable transformation and sales
• Ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses
• Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint
• Be responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs, Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
• Own the post-sales customer relationships for Customer Success offering, including resolution of escalations
• Work with services sellers to convert legacy customer success packages to new Customer Success offering
• Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
• Develop relationships with internal leaders, including the Customer Success GEO leaders where alignment on strategy and delivery is a must
• Contribute thought leadership on how Customer Success delivery can be optimized