Customer Success Executive

Servicenow Santa Clara , CA 95051

Posted 4 months ago

Job Title: Customer Success Executive

Location: Santa Clara, CA

ServiceNow is seeking a Customer Success Executive (CSE) to provide success program management for our customers. This is a field-based role. The purpose of this role is to drive business value, enhance product adoption, and build deeper relationships for ServiceNow's Customer accounts. This role involves relationship management, project management, and overall responsibility to drive business value with each customer. This role will work within the Customer Success organization.

A high energy candidate with outstanding project management experience, soft skills, and client interaction expertise looking to elevate their career path should apply.

Company

Work matters. It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you're an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

Join the ServiceNow Customer Success team and work with some of our top customers to help them build out technologies in the ServiceNow cloud platform and overachieve their business outcomes.

Role

The role of the Customer Success Executive includes programmatic management of tactical and strategic initiatives, requiring a highly focused and structured individual with client management experience who can identify and manage risks, build a risk mitigation plan, and engage and manage resources throughout the organization required to execute the plan.

What you get to do in this role:

  • You will Identify areas of risk and takes steps to prevent customer or revenue churn

  • You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans

  • As a Customer Success Executive, you will provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it.

  • You will help the customer identify incidents where contractual SLAs were missed and takes necessary action

  • Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role.

To be successful in this role, we need someone who has:

  • The ideal candidate will have significant experience collaborating with senior IT and business leaders.They must have a track record of successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client's environment.

  • Bachelor's degree in Business Administration, Information technology, Organizational Change, or a related field preferred but will consider applicants with equivalent work-related experience.

  • PMP preferred, project management experience required.

  • A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management

  • Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

  • IT Strategy and Planning

  • IT Operations and Management

  • Human Resources

  • Security Operations

  • Customer Service Management

  • IT Processes

  • IT Governance

  • IT Portfolio, Program and Project Management

  • IT Project Delivery (SDLC)

  • Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership

EEOE Statement Section

ServiceNow's EEOE statement is automatically added to each U.S. based job description.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Portfolio Manager

Palo Alto Networks Inc.

Posted 1 week ago

VIEW JOBS 10/13/2019 12:00:00 AM 2020-01-11T00:00 Customer Success Portfolio Manager Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you! Overview The Customer Success Portfolio Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks' public cloud security solution adoption and accelerate business value and ROI from customers' investment in Palo Alto Networks during their cloud transformation journey. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions. The end result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks cloud security footprint. You will be responsible to oversee a portfolio of engagements working with our Customer Success Managers (CSM) and Engineers (CSE) to help deliver Customer Success! Preferred Locations ● Santa Clara, California – Palo Alto Networks' headquarters Responsibilities ● Own the ultimate responsibility for the customer's on-boarding, adoption, potential expansion and advocacy across a portfolio of customers working hand-in-hand with the assigned CSMs and CSEs ● Develop a trusted advisor relationship with customer stakeholders, channel partners, and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value ● Serve as a customer advocate in influencing product roadmap and improvements ● Coach customers on how to establish and manage their Cloud Security Change Management/Governance/Centre of Excellence programs ● Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed ● Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs ● Identify renewal risk and collaborate with internal teams to remediate ● Meet or speak with the customer executive sponsors on a frequent cadence with the expectation of continually moving the relationship forward while uncovering new opportunities ● Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement Qualifications ● Experience working with Cloud platforms (AWS, GCP, Azure) or working in security space is highly desired ● Minimum 5-8 years relevant work experience in pre-sales, account management, customer success, consulting or similar roles ● Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth ● Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions ● Highly data-driven with a commitment to following process ● Working knowledge of SFDC, Gainsight, ServiceCloud, Google-suite of products ● Excited about driving and tracking a consistent engagement process with all customers in your portfolio ● Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers ● Previous experience with a SaaS solutions company and/or an enterprise software company is a must ● Experience with security products and/or offerings preferred ● Ability to multi-task and work in a fast-paced environment ● Flexibility for travel up to 50% Learn more about Palo Alto Networks here and check out our fast facts. #LI-CC1 Palo Alto Networks Inc. Santa Clara CA

Customer Success Executive

Servicenow