• Establish and maintain strong, long-lasting relationships with key customer stakeholders — from first conversation through onboarding, ongoing operational health, and growth. • Serve as the technical subject-matter expert in pre-sales cycles – running technical discovery, leading solution demos, scoping integrations, and partnering with sales to convert qualified opportunities. • Run the technical discovery process to onboard new OEM/brand stores to our portfolio and automate processes to support scaling sales operations across your portfolio. • Define and own key performance indicators (KPIs) for customer success, including retention rates, and customer satisfaction scores. • Use analytics and data insights to monitor customer health and predict potential issues before they become critical. • Implement systems for collecting and analyzing customer feedback to continuously refine and improve customer experience. • Continuously identify and advance upsell and cross-sell opportunities within the existing customer base – carrying expansion ARR or net revenue retention as a named KPI alongside retention and CSAT. • Provide feedback to the product team based on customer insights and needs, helping shape the future roadmap and feature enhancements. • Act as the escalation point for at-risk or stalled accounts – taking ownership when frontline CS or support hasn't resolved the issue, driving the technical and relationship fix, and restoring trust.

• Join Irth to lead SaaS implementations that keep operators safe and communities connected to critical infrastructure. • The Technical Engagement Manager is responsible for the end-to-end delivery of the software resolution implementation process and key deliverables for clients. • They will work Irth clients to customize and install software systems. • In this role, you will understand the client’s business and translate business needs into requirements, demonstrate how purchased software systems work, and answer questions relating to implementation. • This role is responsible for configuration, training, troubleshooting, and ongoing support to ensure that the software solution meets the client's needs and complies with all relevant regulations. • The ideal candidate will be a strong individual contributor with an ability to influence decision-makers and juggle various priorities at any given time. • They will possess excellent communication skills, a keen attention to detail, and the ability to work independently as well as part of a team. • This is a critical role that requires a proactive approach to problem-solving.

• Own the relationship with key customers as a bilingual German/English speaking Technical Customer Success Manager. • Manage the day to day engagement and be their technical point of contact. • Guide customers in their journey with our products to maximize the value of our solutions. • Help operationalize their security solutions post deployment and assist with continuous optimization. • Work closely with customers to understand their business goals and tailor adoption plans. • Utilize a deep understanding of the product to review deployment effectiveness. • Conduct health watch and provide advisory to drive best practices adoption. • Proactively monitor customer deployments and drive necessary communication. • Run regular governance meetings at operational level to ensure product functionality. • Plan and execute governance meetings with customer C-level. • Conduct best practices workshops and execute training around key features. • Develop and deliver QBR and Value Plans for customers. • Work cross-functionally with Sales and Solution Engineering for growth opportunities.

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 The Principal Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. As a trusted advisor, you'll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow's teams and strategic partners. What You Get to Do in This Role: - 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 Qualifications Ideal Candidate: We are seeking a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey. The ideal candidate will have deep expertise in technology-enabled business transformations, coupled with a proven ability to advise at the executive level. Key Requirements: - AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights - Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments in the financial services sector. - C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world's largest enterprises.. - Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives. - Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts. - Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives. - Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations. - Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs. - Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution. - Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels. - Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success. This role is ideal for a seasoned strategic advisor who thrives in high-impact environments and has the expertise to guide enterprise customers through digital transformation at scale. 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 globaltalentss@servicenow.com 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. From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.