Principal Customer Success Executive

ServiceNow

2d

About The Position

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, 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. And we're just getting started. Join us to put AI to work for people. Job Description What you get to do in this role: You will Identify areas of risk and takes steps to prevent customer or revenue churn You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans As a Customer Success Executive, you will 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. You will 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.

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
• 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

Benefits

• Equal Opportunity Employer
• Accommodations

What This Job Offers

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