Customer Success Executive | 24231

Customer Success Washington, District Of Columbia


Description

Job Title: Customer Success Executive
Location: Remote, DC

 

Job Summary

The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 2-3 accounts. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the accounts.

 

An ideal candidate will have a achieved a senior level position and successful track record in management consulting, (professional services firms), focused on technology and organizational transformation.  They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

Essential Functions

  1. Servicing as the Success Architect for 2-3 target accounts
  2. Developing strong executive relationships with the CIO, CFO, CHRO and business leaders within each of the 2-3 accounts to understand the clilent’s vision and how ServiceNow plays in their digital transformation journey. By;
    1. Understand business objectives and develop customer roadmaps to fully realize value from ServiceNow
    2. Business value definition/realization/ benchmarks
  3. Together with the ServiceNow account team, define and execute winning co-delivery models to achieve successful projects/programs.
    1. Develop relationships with ecosystem partners at the account to identify opportunities to co-sell and co-deliver within the account.
    2. Work with SN teams as well as ecosystem partners to develop implementation strategies and readiness process to accelerate time to value
    3. Work with clients and SN teams to establish delivery operating model governance to ensure successful go-lives and end-user adoption
    4. Maintain account-level relationships with strategic partners serving the targeted accounts to ensure ServiceNow has a clear value proposition within the account
  4. Participate in Account delivery governance (including Steering Committees with participation from client business and technology leaders across their enterprise) representing the ServiceNow platform
  5. Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients
  6. Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes.
  7. Deliver high customer sat metrics for the assigned accounts.

Leveling Guide Criteria

The Success Architect will have the following experiences and qualifications:

  • Consulting Experience: Management Consulting Experience, (Big 4, Strategy Firm)
    • 7-10+ years’ experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
    • Demonstrable career progression to the level of Senior Manager/Director
    • Proven track record of success at F500 accounts
  • Transformation Experience
    • An understanding of the issues and imperatives driving digital transformation across industry.
    • Depth in digital transformation design, implementation and management.
    • Deep expertise in one Industry, “minors” in one or two additional industries.
    • Middle and Back Office functional experience
    • IT, HR, and GBS Transformation experience (Business Case, Roadmapping, Program Definition, Planning and Governance)
  • Relationship / Key Account Management Experience
    • Strong executive relationships with CIO, CFO, CHRO and business line leaders.
    • Experience identifying business objectives and solving business challenges,
    • Experience serving as part of a key client account leadership team
    • Track record of expanding offerings with client
    • Successful experience integrating with other account functions (Sales, Solution Consultants, Product Line, Services) in developing and implementing account strategies and Customer Outcomes plans
    • Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs,
  • Program Management
    • 5+ years large program experience (multi-tracked, OCM)
    • Experience with owning outcomes/accountability to a CxO position
    • Co-delivery experience with Big 4, large SIs
  • SN Platform Experience
    • Ideal: knowledge of ServiceNow and experience with multiple product suites, e.g. IT + HR/CSM/FIN.
    • Minimal: knowledge of ServiceNow 
  • Cloud Application Technology Experience
    • Familiar with enterprise technology architecture to frame business workflow solutioning and success across multiple platforms
    • Knowledge of at least one major cloud application is a must (SFDC, WKDAY, Success Factors, Oracle)
Core Competencies

Customer focus
Creates a sense of urgency throughout the organization on the importance of meeting customer needs. Ensures that organizational resources and support are focused on meeting customer needs. Establishes organizational alliances or partnerships with key customers.  Fosters a customer-focused environment.


Collaborates
Exemplifies collaborative leadership by inviting a wide variety of perspectives to the discussions.  Creates a climate where people communicate fearlessly.  Builds a culture of collaboration and teamwork across organizational boundaries. Removes organizational barriers to collaboration.

Communicates effectively
Creates venues for constructive dialogue within the organization.  Demonstrates candor and openness when discussing major organizational initiatives. Communicates effectively to a wide variety of audiences at all organizational levels.   Promotes a free flow of information throughout the organization (e.g., upward, downward, and across).

Drives results
Creates an organization that pushes forward in difficult circumstances. Eliminates obstacles that affect organizational performance.  Gets results that have a clear, positive, and direct impact on business performance. Drives the organization to achieve results.

Courage
Confronts actions that are inconsistent with the organization’s core values.  Fosters a culture that supports people who take well-reasoned risks, regardless of the outcome.  Takes stands on behalf of the organization in the face of adversity.  Leads the organization through high-stakes situations, crises, or conditions of uncertainty.

Cultivates innovation
Commits resources to build a strong innovation portfolio and capitalize on new business opportunities.  Creates a culture that nurtures and rewards creativity and innovation. Removes organizational barriers to creativity and innovation.  Challenges the organization to generate and implement breakthrough ideas and solutions.


Functional Competencies

Organizational savvy
Navigates internal and external political realities that can advance or hinder organizational initiatives.  Gains the favor of key stakeholders to accomplish goals.    Uses formal and informal authority to gain buy-in and positively influence the direction of the organization. Understands how to use power and influence to drive organizational priorities.

Consultative perspective
Consults and influences (providing options with pros, cons and risks) while providing thought leadership to senior sponsors/stakeholders in solving significant, organization-wide issues. Drives largest and most successful client relationships through mastery of navigating market and org understanding, ambiguity, and conflict to understand and deliver on client needs. Contribute to shaping strategy for meeting client needs through the design and evolution of solutions. Effectively manages highly sensitive or ambiguous circumstances to address complex client issues and building trust through successful recommendations.

Strategic mindset
Leverages the organization’s key differentiators to develop a viable long-term strategy.  Explores future scenarios and possibilities to help the organization respond to change and shape the future.  Revisits and updates business strategies in response to evolving market dynamics and organizational needs.  Develops and integrates organizational strategies to achieve and sustain competitive advantage.

Manages complexity
Approaches problems from a systems perspective, defining connections, linkages, and interdependencies.  Obtains resources and establishes organizational processes that enable effective information gathering.  Anticipates complex challenges the organization may face in the future.  Synthesizes information from many sources to arrive at a broad and deep understanding of complex issues.

Business process design and improvement
Is seen as a thought leader with a broad and deep understanding of business process concepts in multiple specialized fields.  Drives development of solutions to problems and critical business process issues, often for the most complex or difficult customer situations. Applies extensive expertise to develop intellectual capital and best practice solutions, and coach / direct junior team members, perhaps related to the newest products or services.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or talent.acquisition@servicenow.com for assistance.