Customer Success Executive

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 Success Architect 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 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
• Must be fluent 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 [email protected] 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. 

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