What you get to do in this role:
- As a trusted advisor your will dive enterprise level cross functional executive alignment in VLE customers and ensure success expectation are met.
- You will advise and coach executive leaders on how CS delivery can be optimized to deliver digital transformation.
- Accountable for delivering results against KPIs (e.g., technical health, product adoption, NPS, CS renewal) for success resources within a strategic account. You will own the engagement, drive towards business outcomes and successful transformation.
- Ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time
- Identify key criteria for assisting your customers by leveraging playbooks
- Evangelize ServiceNow customer success stories and processes to enable transformation and sales
- You will ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses
- Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint
- Responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs, Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
- Owns the post sales customer relationships for Customer Success offering, including resolution of escalations
- Works with services sellers to convert legacy customer success packages to new Customer Success offering
- Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
- Develop relationships with internal leaders, including the Customer Outcomes GEO leaders where alignment on strategy and delivery is a must
- Contribute thought leadership on how Customer Success delivery can be optimized
