Customer Success Executive
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Key skills for this role
About the Role
ServiceNow is hiring a Customer Success Executive to drive post-sales success in strategic accounts, partnering with C-level executives to accelerate digital transformation.
Key Skills for This Role
Responsibilities
- Drive post sales success by owning and leading the customer’s post sales transformation, aligning ServiceNow’s offerings to customer goals
- Collaborate strategically with Account Executives to create and execute integrated pre and post sales strategies
- Mitigate risks and drive value by proactively identifying potential risks and developing strategies to overcome them
- Focus on key performance indicators (KPIs) such as adoption, technical health, renewals, customer satisfaction, and expansion
- Foster strategic alignment by building relationships with ServiceNow leaders and incorporating customer feedback
- Advocate for innovation and continuous learning by driving innovative solutions for customers
- Set success metrics and milestones with the customer and regularly review progress
Requirements
- Minimum of 15 years in management consulting, solution consulting, or a leadership role at a top tier consulting firm
- Extensive experience leading large scale digital transformations within SaaS or enterprise software environments
- Proven ability to engage, influence, and build lasting relationships with senior executives
- Experience leveraging AI to enhance work processes, decision making, and problem solving
- Must be able to travel to Kuwait weekly
- Demonstrated success in leading high impact customer success or consulting teams and managing complex, strategic accounts
Full Job Posting
Job Description
- The Customer Success Executive is accountable for the strategic leadership and execution of post sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long term value by accelerating customers’ journey to success, ensuring predictable renewals
What You Get To Do In This Role
- Drive Post Sales Success: Own and lead the customer’s post sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought leadership to the table. Foster strong relationships with C Level executives to deliver on business outcomes.
- Collaborate Strategically: Partner with Account Executives to create and execute integrated pre and post sales strategies, delivering long term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
- Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
- Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
- Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long term success.
- Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long term goals. Foster a culture of agility and calculated risk taking within the team.
- Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized
Qualifications
- We are seeking a highly experienced professional with a strong background in enterprise level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey.
- 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
- Must be able to travel to Kuwait weekly
- 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: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels.
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