About the job
**This role can be performed remotely within Germany.**
The Customer Success Executive (CSE) plays a pivotal role in leading and executing post-sales initiatives for our esteemed public sector accounts. This position is essential for cultivating long-term value by expediting the customer’s path to success, ensuring reliable renewals, and amplifying the effectiveness of ServiceNow in their digital transformation ventures.
As a trusted advisor, you will interact with C-level executives in government and public sector organizations, facilitating seamless business transformation while ensuring adherence to regulatory frameworks, compliance standards, and mission-critical goals.
Key Responsibilities:
- Lead Post-Sales Success: Take ownership of the post-sales transformation for public sector clients, aligning ServiceNow’s offerings with governmental objectives and introducing relevant industry best practices. Build robust relationships with C-level executives and agency leaders to achieve significant business outcomes.
- Strategic Collaboration: Partner closely with Account Executives to devise and implement integrated pre- and post-sales strategies that deliver sustained value for both clients and ServiceNow. Utilize internal teams and strategic partners to ensure effective platform adoption.
- Risk Mitigation and Value Enhancement: Proactively detect potential risks, including budget cycles, procurement hurdles, and compliance needs, and formulate strategies to address them, ensuring continued success and platform uptake across public sector entities.
- Focus on KPIs: Inspire and lead the Customer Success team in achieving operational KPIs—such as platform adoption, technical health, contract renewals, agency satisfaction, and growth opportunities—while aligning with government mandates and digital transformation efforts.
- Promote Strategic Alignment: Cultivate connections with ServiceNow leadership and key public sector stakeholders, establishing continuous feedback loops that drive enhancements in customer engagement and product offerings tailored to governmental needs.
- Champion Innovation and Continuous Learning: As a strategic thought leader in public sector transformation, propose innovative digital solutions that assist government agencies in enhancing citizen services, optimizing operations, and ensuring compliance. Encourage a culture of agility and technology-driven innovation.
- Define Success Metrics: Set clear, quantifiable success metrics with government stakeholders to track progress and inform future initiatives.

