Customer Success Executive

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Company Description

ServiceNow began in San Diego, California, in 2004, founded by Fred Luddy with a vision to transform how work is done. Today, ServiceNow is a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform connects people, systems, and processes, enabling organizations to work smarter, faster, and better. We are on a journey to make the world work better for everyone.

Position Overview

The Customer Success team at ServiceNow partners with customers to help them achieve their business outcomes through prescriptive guidance. As part of this team, you will work with customers to drive consumption, adoption, and customer satisfaction, ultimately helping them realize maximum business value from their investment in the ServiceNow platform.

The Customer Success Executive will be responsible for driving value within one of ServiceNow’s largest and most strategic accounts. This role can be based anywhere in Germany.

Responsibilities

• Develop and manage a Customer Impact account plan to accelerate business and platform value through a roadmap of activities.
• Work closely with customer executive management (CxO, C-1) and strategic partners.
• Align various executive stakeholders across the account (board members, brand leaders, IT) to achieve buy-in for the ServiceNow transformation and roadmap.
• Accelerate ServiceNow adoption and the customer's journey.
• Collaborate with ServiceNow Success and Platform Architects.
• Drive the use of Impact assets, including those managed by the customer.
• Act as a trusted advisor, driving enterprise-level cross-functional executive alignment and ServiceNow buy-in in VLE customers to ensure success expectations are met.
• Advise and coach executive leaders on optimizing CS delivery for 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 ensure successful transformation.
• Ensure deliverables are met against timelines and the right resources are engaged at the right time.
• Evangelize ServiceNow customer success stories and processes to enable transformation and sales.
• Ensure customers derive maximum value from their ServiceNow investment and utilize their licenses effectively.
• Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment, and increased footprint.
• Execute the Global Customer Success Strategy and optimize the delivery of Customer Success KPIs, Quality Assurance, and profitable delivery of customer engagements to achieve regional goals.
• Own the post-sales customer lifecycle.

Ideal Candidate Profile

• Demonstrated experience in a senior-level position driving vision, governance, strategy, and architecture within a customer environment to enable digital transformation.
• Proven experience leading large teams of internal and external resources towards shared objectives.
• Demonstrated ability as a leader to become a trusted advisor to key internal executive stakeholders and C-level client executives.
• Experience directing resources to develop and execute success processes and programs at scale.
• Ability to ensure critical operational KPIs are delivered, including overall NPS of Customer Success covered accounts, product adoption, and renewal of Customer Success products.

Application Instructions

Not Specified.