Customer Success Executive at ServiceNow

Munich, Bavaria, Germany

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Public Sector, Government, TechnologyIndustries

Requirements

Highly experienced professional with strong background in enterprise-level SaaS transformation and strategic advisory
Deep expertise in technology-enabled business transformations
Proven ability to advise at the executive level
Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
Expertise in enterprise SaaS (inferred from context)

Responsibilities

Own and lead post-sales transformation for public sector customers, aligning ServiceNow’s solutions with government objectives and bringing relevant industry best practices
Foster strong relationships with C-level executives and agency leaders to drive meaningful business outcomes
Work closely with Account Executives to develop and execute integrated pre- and post-sales strategies that deliver long-term value
Leverage internal teams and strategic partners to ensure successful adoption of the platform
Proactively identify potential risks (e.g., budget cycles, procurement challenges, compliance requirements) and develop mitigation strategies
Guide and inspire the Customer Success team to meet operational KPIs (e.g., platform adoption, technical health, contract renewals, agency satisfaction, expansion opportunities), aligning with government mandates and digital transformation initiatives
Build relationships with ServiceNow leadership and key public sector stakeholders to ensure continuous feedback loops for improvements in customer engagement and product offerings
Introduce innovative digital solutions to help government agencies improve citizen services, optimize operations, and enhance compliance; foster a culture of agility and technology-driven innovation
Establish clear, measurable success metrics with government agencies, regularly review progress, and adapt transformation plans to meet milestones, demonstrating tangible value and impact

Skills

Customer Success

Account Management

Public Sector

C-level Engagement

Business Transformation

Digital Transformation

Regulatory Compliance

Strategic Collaboration

Renewals Management

Platform Adoption

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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