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Client Success Executive

| West Suburbs

ServiceNow, The Enterprise Cloud Company, is the industry-leading cloud platform provider for building enterprise applications.  We are redefining markets and changing the perception of enterprise software.  Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution.
 
To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

ServiceNow is seeking a Client Success Executive (CSE) to provide success program management for our customers. This is a field-based role.  The purpose of this role is to drive business value, enhance product adoption and build deeper relationships for ServiceNow’s Customer accounts. This role involves relationship management, project management and overall responsibility to drive business value with each customer. This role will work within the Customer Success organization.  

The role includes programmatic management of tactical and strategic initiatives, requiring a highly focused and structured individual with strong client management experience who can identify and manage risks, build a risk mitigation plan, and engage and manage resources throughout the organization required to execute the plan. 

The ideal candidate will have significant experience collaborating with senior IT and business leaders.  They must have a track record of  successfully demonstrating the ability to translate corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment. 

A high energy candidate with strong project management experience, soft skills and client interaction expertise looking to elevate their career path should apply. 

QUALIFICATIONS:

  • Operational mindset with ability to drive micro and macro projects to closure
  • Superb problem solving skills and logical thinking ability
  • Superior verbal and written communication skills, including facilitation skills
  • Experience in any of the key subject areas, with a demonstrated 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
  • Proven ability to deliver the full cycle of project management accountabilities
  • Experienced with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations and team leadership
  • Must have some experience in business development 

Responsibilities: 

  • Program Management: Day to day management of complex accounts, including management of organizational change strategies that promote adoption and value driven activities, coordination of ServiceNow resources to specific client needs, interaction with Sales, Professional Services, Solution Consulting, Product, Executive Management, and other relevant teams 
  • Customer Retention: Identifies areas of risk and takes steps to prevent customer and/or revenue churn; Responsible for working closely with Sales Executives to define and execute product adoption and customer retention plans 
  • Service: Manages chronic technology issues to resolution engaging and marshalling resources at both ServiceNow as well as the customer
  • Value: Identifies the business value provided by the ServiceNow solution; Understands the ROI calculus and ensures that the relationship is living up to those expectations; Understands the business objectives of the customers at various stages of the relationship and aligns ServiceNow’s services with those objectives
  • Product: Provides client feedback on product offerings back to the Product organization; Drives the activities of all partner organizations impacting his/her clients; Manages executive relationships both internally and externally; Plans and executes on value added activities for the clients. (e.g. user forums, trusted advisor engagements) 
  • Sales/Renewals: Supports a renewal strategy in conjunction with sales; Identifies sales opportunities at his/her clients to ensure continued revenue growth and engages the Sales Team after identification of new opportunities. Presents ServiceNow product portfolio to his/her clients; 
  • Operational Planning: Prepares Client Account Reviews (CAR) that clearly articulate how the client has performed and proactively sets forth upcoming action; Provides a comprehensive assessment (using pre-defined Metrics and KPIs) of the account in administration, service, value, relationship, sales and churn management 
  • Governance: Ensures client applies governance and assists client with guidance on internal project/program governance; Ensures conformity to the contract; Understands all aspects of the contract and can enforce the terms outlined in the contract; Creates the governance model and makes sure that all parties adheres to it; Identifies incidents where contractual SLAs were missed and takes necessary action 

Requirements and Preferred Requirements:

  • Bachelor’s degree in Business Administration, Information technology, Organizational Change or a related field preferred but will consider applicants with equivalent work-related experience. 
  • PMP preferred, project management experience required. 
  • A minimum of 10 years in a similar client facing or appropriately relevant role, in operating an account or client relationship management 

Work Environment:
We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

In addition to having neighbors such as Google and McDonald’s new global HQ, the West Loop is home to Chicago’s “Restaurant Row."

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

At ServiceNow, we believe that a life well-worked is critical to a life well-lived. And we believe in the power of the individual to achieve amazing things.

Our employees are united in the desire to be part of a company that has a long-lasting, positive, global impact. They get their voices heard and have the satisfaction of seeing their hard work brought to life.

Come build something awesome. We’ve got all the benefits you’d expect, and all the opportunities you want.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Pet Friendly
Dog and cat friendly!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
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