Senior Manager, Customer Success

o, Amsterdam, and Sydney. The role of the Senior Manager, Customer Success is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers' time-to-value.

As part of the global customer success organization, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our User Experience (UX) accelerators.

The Senior Manager, Customer Success is accountable for managing a team of UX Consultants that delivers specified accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper governance is followed to gain stakeholder support for the services offered.

What you get to do:

• Hire, coach, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture.

• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring.

• Build and leverage strategic relationships with our Outsourced Strategic Partners (OSP) and nearby higher education facilities to source future talent.

• For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.

• Be responsible for managing the execution of the delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience.

• Facilitates the team's career and development plans to promote individual growth as well as develop talent for the overall ServiceNow ecosystem.

• Holds the team accountable to execute using best practices and tools to deliver value to the Customer.

• Provides strategic thinking, building, and executing a business plan to meet team objectives.

• Communicates and acts as the UX escalation point of contact to facilitate collaboration, decision-making, and internal and customer alignment.

• Responsible for high customer satisfaction as reflected in Customer Survey scores.

• Promoting continuous improvement practices for accelerators and delivery/engagement materials.

• Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

Qualifications

To be successful in this role you have:

• 4+ years progressive experience as part of a professional or managed services organization; or equivalent education/experience.

• 4+ years of UX management experience in delivery within a professional or managed services organization; highly desirable in cloud-based solutions using agile deployment methodology.

• Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a "start-up paced" environment.

• Experience working collaboratively and cross-functionally.

• A passion for user experience and how it impacts the success of a technology's functionality and adoption.

• Preferred experience with ServiceNow Products (ITOM, ITAM, ITSM, Platform or Virtual Agent etc.) ServiceNow and ITIL Certifications are a plus.

• Excellent written and verbal communication skills at the Customer Experience (Cx) level.

• Strong interpersonal skills, customer-centric attitude, and passion for cultural diversity.

• Keen attention to detail and the ability to multitask in a self-managed environment.

• Customer-centric mentality, willing to go the extra mile for the Customer, and will break down all barriers to ensure customer success.

• Interacts well with both technical and non-technical customers, attains relevant UX and business requirements, analyzes information, and designs comprehensive solutions.

• A strong desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.

• Have a hungry and humble mindset; and proactively seek help when challenges arise.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $163,000 - $254,650, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 [email protected] 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.

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