Full-Time Customer Success Executive

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress.

• Educational Background: BA/BS or equivalent required, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role.
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C-Level Relationships: Strong experience building relationships with C-level business leaders.
• 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.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations.

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