Customer Success Executive

ServiceNow

The Team

The Customer Success team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Success team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform.

Job Description

The Customer Success Executive will be responsible for driving value in one of ServiceNow s largest and most strategic accounts in Israel.

The person in this role will develop and manage a Customer Impact account plan to drive a roadmap of activity that works to accelerate business and platform value. The role will work closely with customer executive management (CxO, C-1), as well as strategic partners that may be in place.

The aim is to align various exec stakeholders across the account (board members, brand leaders, IT), achieve buy-in to the ServiceNow transformation and roadmap, and accelerate the ServiceNow adoption and journey overall. The role will closely collaborate with the ServiceNow Success and Platform Architects and drive the use of Impact assets that are also self-managed by the customer.

An ideal candidate will have achieved a senior level position driving the vision, governance, strategy and architecture within a customer environment to enable digital transformation. The candidate will also have led large teams comprised of internal and external resources all working similar objectives. They will have demonstrated their ability as a leader, to become a trusted advisor to key internal executive stakeholders as well as with C-level client executives at customers. They will have experience directing resources to developing and executing success processes and programs at scale. The leader will ensure that critical operational KPIs are delivered, including overall NPS of Customer Success covered accounts, adoption of ServiceNow products, and renewal of our Customer Success products.

What you get to do in this role:

• As a trusted advisor your will drive enterprise level cross functional executive alignment and ServiceNow buy-in in VLE customers and ensure success expectation are met
• You will advise and coach executive leaders on how CS delivery can be optimized to deliver digital transformation
• Accountable for delivering results against KPIs (e.g., technical health, product adoption, NPS, CS renewal) for success resources within a strategic account. You will own the engagement, drive towards business outcomes and successful transformation.
• Ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time
• Evangelize ServiceNow customer success stories and processes to enable transformation and sales
• You will ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses
• Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint
• Responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs, Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
• Owns the post sales customer relationships for Customer Success offering, including resolution of escalations
• Works with services sellers to convert legacy customer success packages to new Customer Success offering
• Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
• Develop relationships with internal leaders, including the Customer Success GEO leaders where alignment on strategy and delivery is a must
• Contribute thought leadership on how Customer Success delivery can be optimized