Principal Customer Success Executive- Public Sector

Calgary, Alberta, Canada

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Public Sector, Biotechnology, SaaSIndustries

Requirements

Candidates must reside in Calgary or the surrounding area and possess experience as a trusted C-Suite/executive level advisor on ServiceNow offerings. A strong understanding of the customer's industry and specific business strategies is essential, along with the ability to drive business transformation by maximizing the long-term strategic value of ServiceNow. Experience in providing strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs is required. The role also necessitates a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage are maintained at healthy levels.

Responsibilities

The Principal Customer Success Executive will own the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. They will partner with senior customer stakeholders to derive value from ServiceNow platforms and ensure the customer recognizes the value of the platform at all levels and stages, facilitating a smooth path to renewal and up- and cross-sell. Responsibilities include leading high-complexity transformations, proactively identifying professional services pipeline opportunities, partnering with Impact team members to create executive-ready narratives, shaping and influencing customer organizational strategy, driving operational consistency and excellence, establishing relationships with ServiceNow leaders, advocating for product evolution, mentoring other Customer Success resources, identifying and preventing customer or revenue churn, and working closely with Sales Teams to define and execute product adoption and customer retention plans.

Skills

Customer Success

Account Management

Executive Engagement

Strategic Planning

Problem-Solving

Business Transformation

Risk Mitigation

ServiceNow Platform

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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