Senior Director of Customer Excellence Group, ServiceNow
AMS Area Lead, Technology, Media, Telecommunications
$182.1-327.8k
+ Equity (when applicable) + Variable/incentive compensation
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$182.1-327.8k
+ Equity (when applicable) + Variable/incentive compensation
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
- Proven market experience for the TMT Area
- Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment
- Excels in navigating a highly collaborative and highly matrixed environment
- Proven experience building and running a business with the right operational skills
- Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption
- Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
- Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
- 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
- 10+ years of work experience in a leadership position
- 7-10+ years of work experience in enterprise software within the TMT Area market
- 5+ years in experience in customer success or related role
- Strong P&L experience within a $15Bn+ enterprise
- Experience in driving collaborative partnerships across SI’s and Channel partners
- Knowledge and experience across the ServiceNow landscape, with focus on customer success, services and services sales
- Background in consulting is a strong plus
- Can thrive in a demanding, fast-paced environment
- Excellent leadership, management, and interpersonal skills
- High EQ and ability to lead with positive influence
- Ability to build an operating model with tools, processes and people to drive a scaled model for customer success
- Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
- Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
- Passion for technology and innovation
- Strong understanding of Cloud / SaaS Computing and the business benefits; a former customer or Cloud / SaaS Software executive is desirable
- Excellent communication and presentation skills
- Analytical and negotiation skills, particularly at executive levels
- Strong understanding of business processes and their implementation into enterprise applications
- A technical degree or technical pedigree
- Must be open to regional and global travel with close alignment with Sales and CEG leaders Globally
What the job involves
- This role will have responsibility for leading the team that makes every customer in the Technology, Media and Telecommunications (TMT) Area to have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Area, resulting in clear accountability, consistent service and one face to the customer
- This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success
- Owns the overall success, renewal and growth for all customers in the Technology, Media & Telecommunications (TMT) Area
- Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers
- Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
- Create evangelists by listening to customers closely and delighting them with our user experience and service
- Create growth opportunities with new product features and enhancement information
- Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
- Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
- Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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