Full-Time Principal Customer Success Executive- Federal

As a trusted advisor, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes.

• Lead high-complexity transformations in our largest and most strategic customers.
• Proactively identify professional services pipeline opportunities.
• Partner with Impact team members leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Canadian citizenship or permanent residency status and reside in Ottawa, Canada or nearby area
• Canadian Secret Security Clearance
• Significant experience collaborating with senior IT and business leaders
• PMP preferred; project management experience required
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership.
• Experience in any of the following critical subject areas: IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC)

What is the last date for applying to the job?

Which countries are accepted for this remote job?