Full-Time Customer Success Executive- Banking

• As a trusted customer advisor, the Customer Success Executive (CSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery.
• CSEs demonstrate a strong understanding of customer industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes.
• This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.
• They provide strategic recommendations and mentorship to both customer and ServiceNow teams managing complex programmes.
• They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels.
• CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.
• Lead high-complexity transformations, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately delivering value through Impact.
• Partner with other Impact team members leveraging their customer insights to inform the overarching narrative aligned to the customer’s business objectives.
• Shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Contribute to internal innovation efforts with cross-functional teams to further develop ServiceNow’s offerings.
• Mentor other members of the Customer Success family across Customer Excellence Group (CEG) to deliver customer value and drive career progression.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Canadian citizenship or permanent residency status and reside in Montreal
• 10+ years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• Mentor team members
• ServiceNow certifications preferred
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption

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