Customer Success Executive - Financial Services
Job Description
What you get to do in this role:
The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities for our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journeys to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. In this role, you will oversee a portfolio of customers, helping them achieve business outcomes and increase adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals.
As a trusted advisor, you will partner with C-level executives, guide the seamless delivery of business transformation, and foster collaboration among ServiceNow teams and strategic partners.
What you get to do in this role
Drive Post-Sales Success: Own and lead the customer's post-sales transformation by aligning ServiceNow offerings with customer goals and bringing relevant industry thought leadership to the engagement. Foster strong relationships with C-level executives to deliver measurable business outcomes.
Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies that deliver long-term value for both the customer and ServiceNow. Orchestrate the right resources at the right time to ensure success.
Mitigate Risks and Drive Value: Proactively identify risks to customer success and work with the customer, internal teams, and strategic partners to develop and execute mitigation strategies that support value realization.
Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to achieve critical operational KPIs, including adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmaps, establish measurable success criteria, and identify 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 customer and organizational goals to support long-term success.
Advocate for Innovation and Continuous Learning: Serve as a strategic thought leader by advancing innovative solutions that help customers achieve their long-term goals. Foster a culture of agility, continuous learning, and calculated risk-taking across the team.
Requirements
Department: Customer Outcomes
Function: Customer Service
Experience Level: Not Applicable