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Customer Success Transformation Executive

Element AI

Element AI

Customer Service, Sales & Business Development
Posted on Wednesday, April 3, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

  • As a trusted advisor your will dive enterprise level cross functional executive alignment 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
  • Identify key criteria for assisting your customers by leveraging playbooks
  • 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 Outcomes 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.
  • 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 IT/business organizations
  • Demonstrated success and overall accountability for running strategic accounts and meeting or exceeding corporate business objectives
  • Experience 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 and hand 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)

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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