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About the Role
ServiceNow is seeking a Customer Success Executive to identify areas of risk, prevent customer or revenue churn, and work closely with Sales Teams to define and execute product adoption and customer retention plans. This role involves providing prescriptive guidance on internal project/program governance, ensuring adherence to models, and identifying incidents where contractual SLAs were missed.
Responsibilities
- Identify areas of risk and takes steps to prevent customer or revenue churn
- Work closely with Sales Teams to define and execute product adoption and customer retention plans
- Provide prescriptive guidance on internal project/program governance and help the customer create appropriate governance models
- Ensure all parties adhere to governance models
- Help the customer identify incidents where contractual SLAs were missed and takes necessary action
- Improve overall customer satisfaction and the satisfaction of their internal customers
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Significant experience collaborating with senior IT and business leaders
- Track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment
- Project management experience required
- A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
- Experience in critical subject areas with a demonstrated history delivering consulting services: IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC)
- Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership
Skills
- AI integration
- Collaboration with senior IT and business leaders
- Translating corporate strategy/objectives with technology application
- Project management
- Client relationship management
- Consulting services delivery
- IT Strategy and Planning
- IT Operations and Management
- Human Resources
- Security Operations
- Customer Service Management
- IT Processes
- IT Governance
- IT Portfolio, Program and Project Management
- IT Project Delivery (SDLC)
- Project problem diagnosis
- Solution development
- Client communications
- Facilitation of decision making
- Documentation
- Managing client expectations
- Team leadership
Location
- AMS - North America and Canada
Work Type
- Flexible
- Remote
Experience Level
- Minimum of 10 years
Education Level
- PMP preferred
About the Company
- ServiceNow is the AI control tower for business reinvention.
- Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
- We're building an AI-native culture where technology and talent are unstoppable together.
Equal Opportunity
- 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.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.