Principal Customer Success Executive

*Candidate must reside in Toronto Canada (or near by area)*

What you get to do in this role:

The Customer Outcomes Principal Customer Success Executive will develop C-level 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 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.

• 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 co-delivery 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 Co-Delivery 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 decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Canadian citizenship or permanent residency status and reside in 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 top-tier 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 Fortune 100-1000 accounts
• 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 (co-delivery) relationships with large consultancies and technology implantation firms Big 4 GSIs
• 5 years large program experience (multi-tracked OCM)
• Experience managing outcomes to a CxO position

Additional Information :

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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. 

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