Customer Success Executive

Company Description 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 You will be part of the Customer Excellence Team 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 Excellence Customer Success Executive will develop C-level executive relationships and relationship management across 1-3 customers The over-riding objective for the Success Architect 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 is a mandate 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 implantation 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 FD21 Additional Information Work Personas We approach our distributed world of work with flexibility and trust Work personas flexible remote or required in office are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service Equal Opportunity Employer 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 In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements Accommodations We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U S Export Administration Regulations EAR ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license