Customer Success Executive

Join to apply for the

Customer Success Executive

role at

ServiceNow .

Get AI-powered advice on this job and more exclusive features.

Overview The Customer Success Executive will be responsible for driving value in one of ServiceNow’s largest and most strategic accounts in

Saudi Arabia . The person in this role will develop and manage a Customer Impact account plan to drive a roadmap of activity that accelerates business and platform value. The role will work closely with customer executive management (CxO, C-1), as well as strategic partners that may be in place. The aim is to align various executive stakeholders across the account (board members, brand leaders, IT), achieve buy-in to the ServiceNow transformation and roadmap, and accelerate adoption and journey overall. The role will collaborate with ServiceNow Success and Platform Architects and drive the use of Impact assets that are self-managed by the customer. This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale.

Responsibilities

As a trusted advisor, drive enterprise-level cross-functional executive alignment and ServiceNow buy-in in very large accounts and ensure success expectations are met

Advise and coach executive leaders on how CS delivery can be optimized to deliver digital transformation

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 successful transformation

Ensure deliverables are met against the timeline and engage the right resources 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 licenses

Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint

Responsible for executing the Global Customer Success Strategy and optimizing delivery of Customer Success KPIs, Quality Assurance, and profitable delivery of engagements to achieve regional goals

Own post-sales customer relationships for Customer Success offerings, including resolution of escalations

Work with services sellers to convert legacy customer success packages to new Customer Success offering

Transition teams and customers from current success motions to future state success with minimal CSAT impact

Develop relationships with internal leaders, including the Customer Success GEO leaders where alignment on strategy and delivery is a must

Contribute thought leadership on optimizing Customer Success delivery

Qualifications

AI Integration & Thought Leadership : Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights

Enterprise SaaS Transformation & Strategic Advisory : Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments

C-Level Presence & Relationship Management : Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world’s largest enterprises

Leadership Expertise : A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives

Strategic Account Management : Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts

Business Acumen & Problem-Solving : Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives

Cross-Functional Leadership : Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations

Adaptability & Change Management : Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs

Operational & Execution Excellence : Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution

Collaboration & Communication : Excellent ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels

Customer-Centric Mindset : Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success

Additional Information

Work Personas : We approach flexibility and trust in our distributed world of work. Work personas (flexible, remote, or in-office) are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer : ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations : We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.

Export Control Regulations : For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.

#J-18808-Ljbffr