Customer Success Executive

Company DescriptionJob Description

• Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals, and bringing manufacturing industry thought leadership to the table.
• Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization over the next 3, 6, 12 and 24 months.
• Guide and inspire the Customer Success team to meet critical operational KPIs-adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
• Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
• As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility, continuous learning and calculated risk-taking within the team.
• Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.
• Leverage existing ServiceNow best practices, Customer Success tools and teams to ensure successful initiative delivery. QualificationsTo be successful in this role, you will need:
• Educational Background: BA/BS or equivalent required, Master's degree preferred.
• Experience: A minimum of 7 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with manufacturing customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
• Forward vision: 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.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction. Additional InformationEqual Opportunity Employer

ServiceNow