Principal Customer Success Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Are you a "transformation-maker"?
Do you enjoy driving transformation and setting up companies for a successful future? Do you have experience with transformation programs, consultancy, and being a trusted advisor? - Great! - Then join our outstanding Customer Success Team that enables our customers to utilize our innovative ServiceNow Platform most effectively. You will do this through a portfolio of standardized services, leading best practices, methodologies, and tools based on experiences from thousands of customer engagements. And of course by leveraging your vast experience in driving digital transformation.
What you get to do in this role
"If our customers are successful, we are successful!" This will be your mantra. You will bring it to life by delivering consultancy and services to F500 companies up to the CxO level. You are building relationships across customers and partners and acting as a trusted advisor in many different areas like Vision & Strategy, Roadmap Development, Partner Management, Implementation Strategy, Value Management, Governance, and Product Adoption - just to name a few. There's plenty of standardized ServiceNow best-practice material available so you can respond to the customer's needs. In that fashion, you will be working with 1-3 customers, organizing your work yourself. This is one side of the medal.
On the other side, you are orchestrating the internal collaboration of the ServiceNow account team. Because you are not alone. Our philosophy that we live day in and day out is "Teamwork makes the Dream work"!
The final objective is a successful, happy customer that will provide a high customer satisfaction rating based on the achievement of tangible value derived from their digital transformation.
Qualifications
Essential Qualifications and Experience

• Demonstrated commitment to customer satisfaction and success
• Minimum of 10 years of progressive experience in a professional services organization, or equivalent education and experience
• Proven track record in advisory roles focused on technology-enabled transformations (Digital/SaaS/Enterprise Software)
• Extensive experience working with Fortune 100-1000 accounts, including public sector
• Comprehensive knowledge and practical application of digital transformation design, implementation, and management
• In-depth expertise in one industry, with working knowledge in one or two additional industries
• Substantial experience in IT, HR, or Global Business Services (GBS) transformation
• Demonstrated ability to establish and maintain executive relationships with C-suite and business line leaders, including effective expectation management
• Proven capability in identifying business outcomes and goals, with a history of successful achievement
• Significant experience serving as part of a client account leadership team
• Established track record in developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms
• Legal right to work in the country of application

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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