Principal Customer Success Executive- Energy/Utility/Transportation & Services

Hiring Locations:

Addison – Atlanta – Autin – Boston – Chicago – Columbus – Dallas – Denver – Houston – Huntsville – Jersey City – Kirkland – Los Angeles – Minneapolis – Mountain View – Nasville – New York – Orlando – Philadelphia – Phoenix – Pleasnton – Portland – Releigh – San Diego – San Francisco – Santa Clara – Seattle – Vienna – Waltham – Washington, D.C. – West Palm Beach

The Team

You will be part of the Customer Excellence Group (CEG). Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000’s of customer engagements. We help our customers realize value faster and reduce risks. Successful candidates will join a team of experts focused on our Financial Services customers, with a particular focus on Banking customers.

What you get to do in this role:

You will Identify areas of risk and takes steps to prevent customer or revenue churn
You will be responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans
As a Customer Success Executive, you will provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and makes sure that all parties adhere to it.
You will help the customer identify incidents where contractual SLAs were missed and takes necessary action
Improving the overall satisfaction of the customer, as well as the satisfaction of their internal customers, is the key to success in this role.
Qualifications
To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
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.
PMP preferred, project management experience required.
A minimum of 10 years in a similar client facing or appropriately relevant role, in operating account or client relationship management
Experience in any of the following critical 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)
Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership