Principal Customer Success Executive (ServiceNow)

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, IT ServicesIndustries

Requirements

Candidates must possess Canadian citizenship or permanent residency and reside in Canada. A minimum of 12 years of progressive experience in a professional services organization or equivalent is required. Experience as a ServiceNow platform owner or responsibility for a ServiceNow program/workstream is essential. Knowledge and experience with multiple ServiceNow product suites are greatly preferred. A management consulting role at a top-tier consulting company, experience at a Financial Services Organization, or equivalent focused on technology-enabled transformations is highly valued. A proven track record at Fortune 100-1000 accounts and depth in digital transformation design, implementation, and management are necessary. Experience in the healthcare/life sciences industry, IT, HR, CSM, or GBS Transformation is beneficial. The ability to build executive relationships with CIO, CTO, CSO, CFO, CHRO, and business line leaders is crucial. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving is also required.

Responsibilities

The Principal Customer Success Executive will develop C-level executive relationships and manage relationships across customer accounts to improve customer outcomes, leading to product adoption and value realization. This includes becoming a trusted advisor to C-level client leaders, facilitating strategic planning, business value identification, road mapping, and advising on execution strategies. Responsibilities also involve cultivating trusted advisor status, becoming an expert in ServiceNow value methodology, engaging in regular value reviews, understanding customer strategic goals, contributing to customer roadmap development, executing co-delivery models, defining and benchmarking business value, developing relationships with ecosystem partners, developing implementation strategies, maintaining account-level relationships, participating in account delivery governance, advocating ServiceNow's best practices, contributing expertise on optimizing advisory and expert services, and delivering high customer CSAT metrics.

Skills

Customer Success

Executive Relationship Management

Digital Transformation

Technology Transformation

Organizational Transformation

Strategic Planning

Roadmap Development

Program Management

Governance Frameworks

ServiceNow Platform

AI-enhanced Technology

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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