Customer Success Executive
Skills
About This Role
Overview
What You Get to Do in This Role:
• Drive Post-Sales Success
- : Own and lead the customer s post-sales transformation, aligning ServiceNow s offerings to customer goals, and bringing relevant industry thought-leadership to the table.
- Foster strong relationships with C-Level executives to deliver on business outcomes.
- Collaborate Strategically
- : Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.
- Leverage the right resources at the right time to ensure success.
- Mitigate Risks and Drive Value
- : Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
- Focus on Key Performance Indicators (KPIs)
- : Guide and inspire the Customer Success team to meet critical operational KPIs adoption, technical health, renewals, customer satisfaction, and expansion.
- Work closely with customers to align their roadmap and drive 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 organizational goals to ensure long-term success.
- Advocate for Innovation and Continuous Learning
- : As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals.
- Foster a culture of agility and calculated risk-taking within the team.
- Set Success Metrics and Milestones
- : Establish clear, measurable success metrics with the customer, and regularly review progress.
- Refine business transformation plans as needed to ensure milestones are met and value is realized
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