ServiceNow

Customer Success Executive

APACRemotePosted Today

Full TimeSeniorRemote

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Job Description

Company 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

Key Highlights

Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
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, ensuring a smooth path toward value realization.
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. Work closely with customers to align their roadmap and drive new revenue opportunities.
Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.

Qualifications

Required Qualifications

AI driven: Experience 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 industry.
Educational Background: BA/BS or equivalent required, Master’s degree preferred.
Experience: A minimum of 15 years in a management consulting or leadership role at a top-tier consulting firm, program director, or similar positions focused on technology-enabled business transformation (Digital/SaaS/Enterprise Software).
Transformational Leadership Expertise: Demonstrated success in running large-scale, strategic accounts transformation and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
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, including within some of the world’s largest enterprises.
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 and foster collaboration at all levels.
Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.
Security Clearance: Ability to obtain baseline security clearance is strongly preferred.

About the Company

ServiceNow

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Job Details

Employment Type

Full Time

Experience Level

Senior

Location

APAC

Work Mode

Remote

Posted

Today