Senior Digital Transformation Executive

6 days ago

Christchurch, Canterbury, New Zealand Servicenow Full time

Company Overview
At ServiceNow, we're committed to making the world work better for everyone. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

Job Description
We're seeking a highly experienced Customer Success Executive to lead our most valuable accounts in delivering long-term value through strategic leadership and execution of post-sales activities. This role plays a crucial role in driving ServiceNow's growth by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.

Key Responsibilities

  • Drive Post-Sales Success: Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals, and bringing relevant industry thought-leadership to the table.
  • Foster Strong Relationships: Partner with C-Level executives to deliver on business outcomes.
  • Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow.
  • Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
  • Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion.

Qualifications

  • Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives.
  • Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
  • Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
  • C-Level Relationships: Strong experience building relationships with C-level business leaders, including within some of the world's largest enterprises.
  • Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
  • Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
  • Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
  • Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

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