Customer Success Executive
| Company | ServiceNow |
|---|---|
| Location | Montreal, QC, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 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.
- Canadian citizenship or permanent residency status and reside in Montreal, Canada
- Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
- 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
- Knowledge and experience with multiple ServiceNow product suites greatly preferred
- Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
- Proven track record at Fortune 100-1000 accounts
- Understanding of issues and goals driving digital transformation across industry
- Depth in digital transformation design, implementation, and management
- Experience in the healthcare/life sciences industry
- IT, HR, CSM or GBS Transformation experience
- Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO and business line leaders
- Proven ability to build trust across multiple layers within a customer
- Experience identifying goals and solving challenges
- Experience serving as part of a client account leadership team
- Experience expanding offerings with clients
- Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
- Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI’s
- 5+ years large program experience (multi-tracked, OCM)
- Experience managing outcomes to a CxO position
Responsibilities
- Cultivate trusted advisor status with executive customer stakeholders
- Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
- Understand customer strategic goals and contribute to customer roadmap development aligned with the customer’s product adoption strategy
- Execute winning co-delivery models
- Define, realize, and benchmark business value
- Develop relationships with ecosystem partners in order to deliver exceptional customer success
- Develop implementation strategies and readiness process to accelerate time to value
- Experience with creating and refining operating model governance
- Maintain account level relationships in order to support clear value proposition within the account
- Participate in account delivery governance
- Advocate/champion ServiceNow’s best practices
- Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
- Deliver high customer CSAT metrics for assigned accounts
Preferred Qualifications
-
No preferred qualifications provided.