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 customer’s 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 customer’s 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 ServiceNow’s 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 AI’s 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, GSI’s
- 5+ years large program experience (multi-tracked, OCM)
- Experience managing outcomes to a CxO position
Additional Information
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