Customer Success Executive

Job description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role

The Customer Outcomes Customer Success Executive will develop C-level executive relationships and relationship management across 1-3 customers. The over-riding objective for the Customer Success Executive will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account.

Service 1-3 large enterprise customers

• Develop executive relationships with CIO,CFO,CHRO and business leaders
• Understand goals and develop customer roadmap
• Execute winning co-delivery models
• Develop relationships with ecosystem partners
• Develop implementation strategies and readiness process to accelerate time to value
• Establish delivery operating model governance
• Maintain account level relationships for clear value proposition within the account
• Participate in account delivery governance Advocate/champion ServiceNow's best practices
• Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
• Provide high customer sat metrics for assigned accounts

Qualifications

To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 12+ years progressive experience as part of a professional services organization; or equivalent education/experience Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations

Experience at F100-1000 accounts Understanding of issues and goals driving digital transformation across industry Depth in digital transformation design, implementation, and management Expertise in one industry, "minors" in one or two additional industries IT, HR, ad GBS Transformation experience Executive relationships with CIO, CFO, CHRO and business line leaders Experience identifying goals and solving challenges

Experience serving as part of a client account leadership team Experience expanding offerings with clients Experience integrating with other account functions in developing account strategies and Customer Outcomes plans Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSI's

• 5+ years large program experience (multi-tracked, OCM) Experience managing outcomes to a CxO position Co-Delivery experience with Big 4, large SI's
• Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites
• Must be fluent level in Japanese
• Must be authorized to work in Japan FD21