Responsibilities
- Lead strategic post-sales customer engagements to drive adoption, business outcomes, and long-term value realization across enterprise ServiceNow accounts.
- Build and maintain trusted relationships with C-level stakeholders, acting as a strategic advisor throughout the customer transformation journey.
- Serve as the lead for cross-functional customer success teams, including Customer Success Managers, Platform Architects, and Support Account Managers.
- Drive customer adoption of ServiceNow solutions, including AI-enabled capabilities and platform enhancements.
- Develop and execute customer success plans aligned with business objectives, KPIs, and measurable milestones.
- Identify adoption barriers, operational risks, and transformation challenges, and proactively implement mitigation strategies.
- Collaborate with Account Executives and internal stakeholders to align pre-sales and post-sales strategies for long-term customer success.
- Guide customers through complex digital transformation initiatives while ensuring alignment with governance, delivery, and operational best practices.
- Establish structured reporting cadences, executive updates, and success metrics to demonstrate business impact and platform value.
- Foster collaboration across global, matrixed teams to drive alignment, scalability, and continuous improvement initiatives.
- Support AI-driven workflows, automation initiatives, and innovation strategies that improve customer operations and decision-making.
- Maintain a hands-on approach to customer engagement, adoption planning, and execution support when needed.
Team
Structure: Cross-functional customer success teams including Customer Success Managers, Platform Architects, and Support Account Managers
Additional Information
- Full-time engagement (40 hours per week) with an initial 12-month contract.
- Primarily remote work with occasional on-site visits in Kuala Lumpur and Cyberjaya as needed.
- Candidates based in or near Kuala Lumpur are preferred.
- Structured weekly and monthly deliverables with long-term project exposure.
- Opportunity to work on enterprise-scale transformation initiatives within a highly collaborative and strategic environment.
