Principal Customer Success Executive
About The Position
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. 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.
- The ideal candidate will have significant experience collaborating with senior IT and business leaders. They must have 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.
- PMP preferred, 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
