Principal Customer Success Executive

ServiceNow • Toronto, ON

2d • Hybrid

About The Position

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. Join us to put AI to work for people.

Requirements

• 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.
• Significant experience collaborating with senior IT and business leaders.
• A 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 any of the following 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

Nice To Haves

• PMP preferred

Responsibilities

• Identify areas of risk and takes steps to prevent customer or revenue churn
• Responsible for working 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 the appropriate governance models and makes sure that all parties adhere to it
• Help the customer identify incidents where contractual SLAs were missed and takes necessary action
• Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role.

Benefits

• Flexible scheduling
• Remote work options

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed