Principal Customer Success Executive- Banking

Principal Customer Success Executive- French Speaking, Various IndustriesJoin to apply for the Principal Customer Success Executive- French Speaking, Various Industries role at ServiceNowCompany DescriptionIt 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.Job DescriptionRole OverviewAs a trusted C-Suite / executive level advisor on ServiceNow offerings, 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 for their customers. 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 direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal 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.Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.Job ResponsibilitiesLead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversightProactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requestedPartner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narrativesWork with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadershipDrive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as requiredEstablish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practicesIdentify areas of risk and take steps to prevent customer or revenue churnWork closely with Sales Teams to define and execute product adoption and customer retention plansProvide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherenceHelp the customer identify incidents where contractual SLAs were missed and take necessary actionImprove overall customer satisfaction, as well as the satisfaction of their internal customersQualificationsExperience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industryMust be based in Montreal & speak French & EnglishCanadian citizenship or permanent residency status and reside in CanadaSignificant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environmentPMP preferred; project management experience requiredMinimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferredExperience in any of the following critical subject areas, with a demonstrated history delivering consulting services:IT Strategy and PlanningIT Operations and ManagementHuman ResourcesSecurity OperationsCustomer Service ManagementIT ProcessesIT GovernanceIT Portfolio, Program and Project ManagementIT Project Delivery (SDLC)Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadershipEqual Opportunity EmployerServiceNow 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.AccommodationsWe 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 globaltalentss@servicenow.com for assistance. #J-18808-Ljbffr