Principal Customer Success Executive

Summary

Join ServiceNow as a Customer Success Executive and play a crucial role in preventing customer churn and driving product adoption. Collaborate closely with sales teams to develop and implement customer retention strategies. Provide prescriptive guidance on project governance, ensuring adherence to contractual SLAs. Improve overall customer and internal customer satisfaction. Leverage AI to enhance work processes and decision-making. This role requires significant experience collaborating with senior IT and business leaders and translating corporate strategy into applied use of ServiceNow technology.

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
• Must be authorized to work in Japan
• Must be fluent in Japanese
• Significant experience collaborating with senior IT and business leaders
• A track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment
• PMP preferred, project management experience required
• A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services: IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership

Responsibilities

• Identify areas of risk and takes steps to prevent customer or revenue churn
• Work closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it
• Help the customer identify incidents where contractual SLAs were missed and takes necessary action
• Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role