Senior Director, AMS Area Lead - Customer Excellence Group, CORE (Energy, Logistics, Transportation, and Utilities)

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

About Customer Excellence Group (CEG) at ServiceNow  
  
ServiceNow’s worldwide Customer Excellence team is a global network of ServiceNow employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value value-based results. We strive to delight our customers and make this the best buying decision they ever made.  
  
About the Position  
  
This role will have responsibility for leading the team that makes every customer in the CORE Area (including sectors: Energy, Logistics, Transportation and Utilities) committed to Service Now for life and 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 is instrumental in championing innovation and leveraging cutting-edge technology to enhance customer experiences and deliver substantial business value. 
  
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.  
  
Responsibilities  

• Customer Success: Deeply understand customer business challenges and leverage AI and digital tools to deliver tailored innovative solutions that provide tangible business impact. 

• Operational Excellence: Implement scalable, repeatable methodologies to ensure consistent, valued customer experiences and operationalize key national and global programs for enhanced scalability. 

• Cross-Functional Collaboration: Build and nurture relationships with C-level executives and collaborate with sales, solutions consulting, services, and product development teams to ensure strategic alignment and scale. 

• Sales and Growth Alignment: Partner with the sales team to develop and execute aligned growth strategies, focusing on License Agreements and expert services. 

• Leadership in Innovation: Foster a culture that celebrates creativity and innovation, enabling teams to develop solutions aligned with customers' evolving needs and business landscapes. 

• P&L Management: Drive business performance by managing key business metrics such as P&L, revenue, bookings, and other performance indicators, all focused on customer-centric outcomes.  

Qualifications

Background and Experience  

• A minimum of 10 years in a leadership role within CORE sectors, focusing on customer success and business growth. 

• 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. 

• Demonstrated experience in SaaS or Cloud-based environments, delivering software solutions to enterprises. 

• Proven track record in building and managing high-performing teams. 

• Strong experience in P&L management within large organizations. 

• In-depth knowledge of ServiceNow products and solutions, particularly within customer success and services sales tailored to CORE sectors. 

• Exceptional leadership, analytical, and negotiation skills. 

• High Emotional Quotient (EQ) with the ability to influence and lead diverse teams positively. 

• Willingness to travel regionally and align closely with sales and CEG leaders. 

Desired Skills  

• Ability to thrive in a fast-paced, demanding and highly matrixed environment.  

• Passion for technology and innovation, particularly in AI, Agentic AI, and machine learning applications within the CORE sectors. 

• Experience with AI-driven insights and analytics to drive str