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, AI TechnologyIndustries

Requirements

Candidates must have experience as a trusted C-Suite/executive level advisor on ServiceNow offerings, demonstrating a consultative, problem-solving approach and a strong understanding of customer industries and business strategies. They should be adept at driving business transformation, maximizing the strategic value of ServiceNow, and mentoring customers and internal teams on complex programs. Experience in resolving escalations, mitigating risks, and ensuring healthy adoption and usage levels is crucial. The role requires fostering relationships with C-suite stakeholders in strategically important accounts to drive satisfaction, retention, and upgrades.

Responsibilities

The Principal Customer Success Executive will lead high-complexity transformations in strategic accounts, ensuring alignment of ServiceNow roles with customer objectives and governance frameworks. They will identify professional services pipeline opportunities through road mapping and adoption analysis, providing pre-sales support. Responsibilities include partnering with Impact team members to create executive-ready narratives, shaping customer organizational strategy by identifying trends and aligning delivery with market demands, and providing industry-specific thought leadership. They will also drive operational consistency, establish relationships with ServiceNow leaders to advocate for product evolution, mentor other Customer Success resources, and identify and mitigate risks to prevent churn. Additionally, they will collaborate with Sales teams on adoption and retention plans and provide guidance on customer project/program governance.

Skills

Customer Success

Account Management

Executive Advisory

Strategic Planning

Problem-Solving

Risk Mitigation

ServiceNow Platform

Business Transformation

Customer Relationship Management

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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