Customer Success Executive

Customer SupportCustomer OutcomesFull-timeposted 2mo ago

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The Customer Outcomes Customer Success Executive will develop C-level executive relationships and relationship management across 1-3 customers. The over-riding objective for the Customer Success Executive will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account.

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

Qualifications

To be successful in this role you have:

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.
12+ years progressive experience as part of a professional services organization; or equivalent education/experience
Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
Experience at F100-1000 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 implementation 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
Must be fluent level in Japanese
Must be authorized to work in Japan

FD21

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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.