Customer Success Executive

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Customer Success ExecutiveFull-timeEmployee Type: RegularRegion: APAC - Asia PacificWork Persona: FlexibleCompany DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people. Job DescriptionYou will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.What you get to do in this role: The Customer Outcomes Customer Success Executive will develop C-level executive relationships and relationship management across 1-3 customers. The over-riding objective for the Customer Success Executive will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account.Service 1-3 large enterprise customersDevelop executive relationships with CIO,CFO,CHRO and business leadersUnderstand goals and develop customer roadmapExecute winning co-delivery modelsDevelop relationships with ecosystem partnersDevelop implementation strategies and readiness process to accelerate time to valueEstablish delivery operating model governanceMaintain account level relationships for clear value proposition within the accountParticipate in account delivery governanceAdvocate/champion ServiceNow's best practicesContribute expertise on how advisory, expert services, and Co-Delivery can be optimizedProvide high customer sat metrics for assigned accountsQualificationsTo be successful in this role you have: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.12+ years progressive experience as part of a professional services organization; or equivalent education/experienceManagement consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformationsExperience at F100-1000 accountsUnderstanding of issues and goals driving digital transformation across industryDepth in digital transformation design, implementation, and managementExpertise in one industry, "minors" in one or two additional industriesIT, HR, ad GBS Transformation experienceExecutive relationships with CIO, CFO, CHRO and business line leadersExperience identifying goals and solving challengesExperience serving as part of a client account leadership teamExperience expanding offerings with clientsExperience integrating with other account functions in developing account strategies and Customer Outcomes plansExperience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSI's5+ years large program experience (multi-tracked, OCM)Experience managing outcomes to a CxO positionCo-Delivery experience with Big 4, large SI'sKnowledge of ServiceNow- minimal, experience with multiple ServiceNow product suitesMust be fluent level in JapaneseMust be authorized to work in JapanFD21Additional...