Customer Success Executive Manufacturing

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services delivered by outstanding consultants using our ecosystem of partners our leading practices methodologies and tools based on our experiences from 1000s of customer engagements.

What you get to do in this role: 

The Customer Outcomes Senior Principal Success Architect will develop C-level executive relationships and relationship management across 1-3 customers The over-riding objective for the Success Architect will be to improve Customer Outcomes at these managed accounts leading to customers product adoption renewals and expansion of ServiceNow offerings with the account.

• Service 1-3 large enterprise customers
• Develop executive relationships with CIOCFOCHRO and business leaders
• Understand goals and develop customer roadmap
• Execute winning co-delivery models
• Develop relationships with ecosystem partners
• Develop implementation strategies and readiness process to accelerate time to value
• Establish delivery operating model governance
• Maintain account level relationships for 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
• Provide high customer sat 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.
• 15 years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience at F100 accounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design implementation and management
• Expertise in one industry minors in one or two additional industries
• IT HR ad GBS Transformation experience
• Executive relationships with CIO CFO CHRO and business line leaders
• 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
• Co-Delivery experience with Big 4 large SIs
• Knowledge of ServiceNow- minimal experience with multiple ServiceNow product suites

FD21

For positions in this location we offer a base pay of $189100 - $331000 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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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Remote Work :

Yes

Employment Type :

Full-time