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Customer Success Strategy Executive

3 months ago

Montreal, Quebec, Canada ServiceNow Full time
Job Overview

In this position, you will be responsible for:

  • Acting as a trusted advisor, you will engage in enterprise-level cross-functional executive alignment with VLE clients to ensure that success expectations are achieved.
  • Providing guidance and coaching to executive leaders on optimizing Customer Success delivery to facilitate digital transformation.
  • Being accountable for achieving results against key performance indicators (KPIs) such as technical health, product adoption, Net Promoter Score (NPS), and Customer Success renewal for resources within a strategic account. You will manage the engagement, focus on business outcomes, and ensure successful transformation.
  • Ensuring that deliverables are met within the established timeline while engaging the appropriate resources at the right moments.
  • Identifying essential criteria to assist your clients by utilizing established playbooks.
  • Promoting ServiceNow customer success narratives and methodologies to support transformation and sales efforts.
  • Guaranteeing that clients extract maximum value from their ServiceNow investment and effectively utilize their licenses.
  • Collaborating with ServiceNow stakeholder teams to ensure product adoption, growth achievement, and an expanded footprint.
  • Executing the Global Customer Success Strategy and enhancing the delivery of Customer Success KPIs, Quality Assurance, and the profitable execution of customer engagements to meet regional objectives.
  • Managing post-sales customer relationships for Customer Success offerings, including addressing escalations.
  • Working alongside service sellers to transition legacy customer success packages to new Customer Success offerings.
  • Successfully guiding teams and clients from current success practices to future state success with minimal impact on customer satisfaction.
  • Building relationships with internal leaders, including Customer Outcomes GEO leaders, where alignment on strategy and delivery is essential.
  • Contributing thought leadership on optimizing Customer Success delivery.
Qualifications

To excel in this role, you should possess:

  • Residence in Canada.
  • Preferred Canada Federal Government Clearance.
  • A BA/BS or equivalent; a master's degree is preferred.
  • A minimum of 15 years in a management consulting leadership role at a top-tier consulting firm, solution consulting, or equivalent, focused on technology (Digital/SaaS/Enterprise Software) enabled transformations.
  • Experience in managing and transforming large-scale IT/business organizations.
  • Proven success and accountability in managing strategic accounts and achieving or surpassing corporate business objectives.
  • Experience in building and leading high-performing Customer Success or Consulting teams.
  • The ability to drive operational rigor and financial metrics with the team.
  • Strong executive-level relationships with customer business leaders, including those from the world's largest enterprises.
  • Experience in cross-functional collaboration and guiding various functions along the journey.
  • Experience in identifying business objectives and addressing business challenges.
  • The ability to adapt and operate effectively in ambiguous and rapidly changing environments.
  • Capability to create repeatable delivery mechanisms for scalable execution.
  • A willingness to engage in critical tasks and remove obstacles for team members.
  • Successful experience in integrating with other account functions to develop and implement account strategies and Customer Success plans.
  • An understanding of the importance of leading by example.
  • Strong collaboration, communication, and influencing skills, enabling positive interactions across a global organization.
  • A keen ability to discern and understand customer motivations (wants, needs, and concerns) from customer business leaders.
Additional Information

Work Personas

We embrace a flexible and trust-based approach to our distributed work environment. Work personas (flexible, remote, or required in-office) are assigned to ServiceNow employees based on the nature of their work.

Equal Opportunity Employer

ServiceNow 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.

Accommodations

We 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, please reach out for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any necessary export licenses or approvals from relevant export control authorities.