Senior Manager, Customer Success

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

What you get to do in this role: 

Be on the ground and a core part of building a growing team in San Diego, 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.