Customer Success Transformation Executive

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

To be successful in this role you have:

• BA/BS or equivalent, master’s degree preferred.
• Minimum 15 years in management consulting leadership role at a top-tier consulting company, solution consulting or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations.
• Experience running and transforming large scale IT/business organizations
• Demonstrated success and overall accountability for running strategic accounts and meeting or exceeding corporate business objectives
• Experience successfully building and leading high performing Customer Success or Consulting functions
• Ability to drive operational rigor and financial metrics with team
• Strong executive c-level relationships with customer business leaders, including the world’s largest enterprises
• Experience working cross-functionally and bringing different functions along the journey
• Experience identifying business objectives and solving business challenges
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments
• Create repeatable delivery mechanisms to execute at scale
• Willingness to roll up sleeves to get critical tasks and hand and remove roadblocks for team members
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Success plans
• Understands the importance of leading by example
• Strong collaborator, communicator and influencer, able to positively work across a global organization.
• Keen ability to determine and understand customer motivations (wants, needs and concerns)