Customer Success Transformation Executive

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.

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 Transformation Executive will be responsible for driving value in one of ServiceNow’s largest and most strategic accounts and can be based anywhere in Germany.

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

To be successful in this role you have:

• BA/BS or equivalent, master’s degree preferred
• C level Arabic and English languages
• Minimum 15 years in management consulting leadership role at a top-tier consulting company, solution consulting or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience running and transforming large scale business organizations
• Demonstrated success and overall accountability for running strategic accounts and meeting or exceeding corporate business objectives
• Experience in successfully building and leading high performing Customer Success or consulting functions
• Ability to drive operational rigor and financial metrics with team
• Strong executive C-level relationships with customer business leaders, including the world’s largest enterprises
• Experience working cross-functionally and bringing different functions along the journey
• Experience identifying business objectives and solving business challenges
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments
• Create repeatable delivery mechanisms to execute at scale
• Willingness to roll up sleeves to get critical tasks accomplished and remove roadblocks for team members
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Success plans
• Understands the importance of leading by example
• Strong collaborator, communicator and influencer, able to positively work across a global organization
•  Keen ability to determine and understand customer motivations (wants, needs and concerns)

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. Learn more here.

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 [email protected] 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. 

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