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Customer Success Executive

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Afterpay

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Consulting
  • Milan, +1
    Remote
  • Quick Apply

AI generated summary

  • You need 15+ years in consulting/leadership, strong C-level relationships, adaptability, execution focus, cross-functional leadership, and a deep customer understanding to excel in this role.
  • You will drive customer success post-sales, align strategies, mitigate risks, manage KPIs, foster relationships, advocate for innovation, and set measurable success metrics.

Requirements

  • Educational Background: BA/BS or equivalent required, Master’s degree preferred.
  • Experience: A minimum of 15 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
  • Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
  • 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.

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 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. Leverage the right resources at the right time to ensure success.
  • 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. Work closely with customers to align their roadmap and drive new revenue opportunities.
  • Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
  • Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
  • Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

FAQs

What is the primary responsibility of the Customer Success Executive?

The primary responsibility of the Customer Success Executive is to lead the strategic execution of post-sales activities within valuable accounts, ensuring customers’ success and maximizing the impact of ServiceNow’s offerings.

Where can this position be based?

This position can be based in either Rome or Milan.

What kind of experience is required for this role?

A minimum of 15 years in a management consulting or leadership role at a top-tier consulting firm, focusing on technology-enabled business transformations is required.

What educational background is preferred for the ideal candidate?

A BA/BS or equivalent is required, while a Master’s degree is preferred.

What type of relationships will the Customer Success Executive be expected to build?

The Customer Success Executive will be expected to build strong relationships with C-level executives and business leaders within the customer's organization.

Is leadership experience necessary for this role?

Yes, demonstrated success in running large-scale strategic accounts and building high-performing Customer Success or Consulting teams is essential.

How will success be measured in this role?

Success will be measured through key performance indicators (KPIs) such as adoption, technical health, renewals, customer satisfaction, and expansion.

What approach does ServiceNow take regarding work flexibility?

ServiceNow approaches work with flexibility and trust, offering categories for work personas based on the nature of the work (flexible, remote, or required in office).

Does ServiceNow have a policy for equal opportunity employment?

Yes, ServiceNow is an equal opportunity employer, and all qualified applicants will receive consideration for employment without discrimination based on various protected categories.

What accommodations are available for candidates during the application process?

Candidates requiring reasonable accommodations to complete any part of the application process can contact globaltalentss@servicenow.com for assistance.

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Afterpay

Finance
Industry
501-1000
Employees

Mission & Purpose

Afterpay is a financial technology company that offers a "buy now, pay later" service, allowing consumers to make purchases and pay for them in four interest-free instalments. Their goal is to provide a flexible and convenient payment solution that helps shoppers manage their finances without incurring debt. By partnering with various retailers, Afterpay aims to enhance the shopping experience and support responsible spending habits. Their purpose is to empower consumers with financial freedom while driving sales for merchants.

Culture & Values

  • We’re brave with our decisions.

  • We keep it real with our actions.

  • We do the right thing for all stakeholders.

  • We shape the future with passion.

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