Customer Success Executive
ServiceNow
Employer Active
Posted on 22 Sep
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Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Customer Success Executive will be responsible for driving value in one of ServiceNow s largest and most strategic accounts in Saudi Arabia
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.
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
Desired Candidate Profile
AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments.
C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world s largest enterprises..
Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives.
Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts.
Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives.
Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations.
Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs.
Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution.
Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels.
Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success.
This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale.
Company Industry
- IT - Software Services
Department / Functional Area
- Sales
- Business Development
Keywords
- Customer Success Executive
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ServiceNow
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.
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