Customer Success Executive

*Candidate must reside in Montreal & be French speaking*

What you get to do in this role:

The Customer Outcomes Principal Success Architect will develop Clevel executive relationships and relationship management across customer accounts. The overriding objective for the Success Architect will be to improve Customer Outcomes at these accounts leading to customers product adoption and value realization.

An ideal candidate will have achieved a senior level position and successful track record in management consulting solution consulting and/or industry consulting focused on digital technology and organizational transformation.  They will have demonstrated the ability to become a trusted advisor to Clevel client leaders and facilitate customer success from strategic planning functions including business value identification road mapping as well as advising and defining successful strategies including governance frameworks and managing large enterprise programs.

• Cultivate trusted advisor status with executive customer stakeholders 
• Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
• Understand customer strategic goals and contribute to customer roadmap development aligned with the customers product adoption strategy
• Execute winning codelivery models
• Define realize and benchmark business value
• Develop relationships with ecosystem partners in order to deliver exceptional customer success
• Develop implementation strategies and readiness process to accelerate time to value
• Experience with creating and refining operating model governance
• Maintain account level relationships in order to support clear value proposition within the account
• Participate in account delivery governance
• Advocate/champion ServiceNows best practices
• Contribute expertise on how advisory expert services and CoDelivery can be optimized
• Deliver high customer CSAT metrics for assigned accounts

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
• Canadian citizenship or permanent residency status and reside in Montreal Canada
• Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
• 12 years progressive experience as part of a professional services organization; or equivalent education/experience
• Knowledge and experience with multiple ServiceNow product suites greatly preferred
• Management consulting role at a toptier consulting company experience at a Healthcare Organization (Life Sciences Payer Provider) or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record at Fortuneaccounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design implementation and management
• Experience in the healthcare/life sciences industry
• IT HR CSM or GBS Transformation experience
• Experience building executive relationships with CIO CTO CSO CFO CHRO and business line leaders
• Proven ability to build trust across multiple layers within a customer
• Experience identifying goals and solving challenges
• Experience serving as part of a client account leadership team
• Experience expanding offerings with clients
• Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
• Experience developing account partnering (codelivery) relationships with large consultancies and technology implantation firms Big 4 GSIs
• 5 years large program experience (multitracked OCM)
• Experience managing outcomes to a CxO position

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas 

Nous adoptons une approche base sur la flexibilit et la confiance visvis de notre monde du travail distribu. Les personas de travail (flexibles distance ou requis au bureau) sont des catgories qui sont attribues aux employs de ServiceNow en fonction de la nature de leur travail. Cliquez ici pour en savoir plus. 

Equal Opportunity Employer 

ServiceNow est un employeur qui souscrit au principe de lgalit daccs lemploi. Tous les candidats qualifis recevront une considration pour lemploi sans gard la race la couleur la croyance la religion le sexe lorientation sexuelle lorigine nationale ou la nationalit lascendance lge le handicap lidentit ou lexpression de genre ltat matrimonial le statut dancien combattant ou toute autre catgorie protge par la loi. De plus tous les candidats qualifis ayant des antcdents darrestation ou de con seront pris en considration pour un emploi conformment aux exigences lgales. 

Accommodations 

Nous mettons tout en uvre offrir une exprience accessible et inclusive pour tous les candidats. Si vous avez besoin dune mesure dadaptation raisonnable pour complter une partie du processus de candidature ou si vous ntes pas en mesure dutiliser cette candidature en ligne et que vous avez besoin dune autre mthode pour postuler veuillez communiquer avec  pour obtenir de laide. 

Export Control Regulations 

Pour les postes ncessitant laccs une technologie contrle assujettie aux rglements sur les contrles lexportation y compris les U.S. Export Administration Regulations (EAR) ServiceNow peut tre tenu dobtenir lapprobation des autorits gouvernementales en matire de contrle des exportations pour certaines personnes. Tout emploi est subordonn lobtention par ServiceNow dune licence dexportation ou dune autre approbation qui pourrait tre requise par les autorits de contrle des exportations comptentes. 

Extrait de Fortune. 2024 Fortune Media IP Limited. Tous droits rservs. Utilis sous licence. 

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Work Personas

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 ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow 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. 

Accommodations

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. 

Export Control Regulations

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

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.