Principal Customer Success Executive

Company Description

It 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 — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 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.
• 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 Service Now technology in the context of the client’s environment.
• 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

JV20

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact  for assistance.

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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