ServiceNow is hiring a Principal Customer Success Executive to join our Customer Excellence Group (CEG). In this role, you will accelerate platform adoption and improve outcomes for our Financial Services customers, with a particular focus on the Banking sector.
What You'll Do
- Identify areas of risk and take steps to prevent customer or revenue churn.
- Work closely with Sales Teams to define and execute product adoption and customer retention plans.
- Provide prescriptive guidance on internal project/program governance and help the customer create appropriate governance models.
- Help the customer identify incidents where contractual SLAs were missed and take necessary action.
- Improve the overall satisfaction of the customer and their internal customers.
What We're Looking For
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Significant experience collaborating with senior IT and business leaders.
- A track record of translating corporate strategy/objectives with the applied use of ServiceNow technology.
- Project management experience.
- A minimum of 10 years in a similar client-facing or relevant role in operating account or client relationship management.
- Experience in critical subject areas with a history delivering consulting services: IT Strategy and Planning, IT Operations and Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC).
- Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
Nice to Have
- PMP certification.
Team & Environment
You will be part of the Customer Excellence Group (CEG), joining a team of experts focused on Financial Services customers, with a particular focus on Banking customers.
Work Mode
This role follows a hybrid work model.
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.
