Customer Success Executive

Overview

• 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