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 Manager of Customer Success will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Success Architects (SAs), Platform Architects (PAs) and Customer Success Managers (CSMs) across ServiceNow's Customer Success Clients. The Manager will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Manager will be to drive Customer Outcomes at these managed accounts leading to client's product adoption, renewals, and expansion of ServiceNow offerings with the account.
- Lead/contribute to business planning for their respective CS vertical / sub-vertical aligned with the company's overall strategic direction
- Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts
- Manage and grow a team of SAs, PAs and CSMs, responsible for inspiring, growing, guiding, and mentoring your team
- Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
- Support customer success pre-sales activities in collaboration with our commercial teams
- Drive a high rate of CS renewals and upsells within the portfolio of accounts
- Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific IP for Professional Service customers
Qualifications
- Minimum 6-8 years in management consulting and/or architecture leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector (Digital/SaaS/Enterprise Software)
- Demonstrated success leading and growing a team of individual contributors
- Familiar with one or more ServiceNow product suites
- Understanding of issues and imperatives driving digital transformation across ServiceNow Client, including digital transformation design, implementation, and management
- IT, HR, and GBS Transformation experience is a plus
- Strong executive relationships with C-Level executive leaders
- Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
- Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
- Preferred: 5+ years large program experience (multi-tracked, OCM)
- Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
- Fanatical about customer success and tenacious at driving long-term customer value and software adoption
- Highly data-driven with commitment to drive business outcome and value realization across the portfolio
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
- Must be able to travel up to 50% annually
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