Customer Success Executive- Retail and Hospitality at ServiceNow

Santa Clara, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Hospitality, TechnologyIndustries

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry)
Significant experience collaborating with senior IT and business leaders
Track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the client’s environment
PMP preferred; project management experience required
Minimum of 10 years in a similar client-facing or relevant role in operating account or client relationship management
Experience in critical subject areas with 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/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 take 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 appropriate governance models, ensuring all parties adhere to it
Help the customer identify incidents where contractual SLAs were missed and take necessary action
Improve the overall satisfaction of the customer and their internal customers

Skills

Customer Success

Product Adoption

Customer Retention

Project Governance

SLA Management

AI Integration

Workflow Automation

ServiceNow

Stakeholder Collaboration

IT Leadership

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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