Senior Director, Customer Success Delivery Excellence & Transformation

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Team

The ServiceNow Customer Success Organization (CSO) —which includes Customer Success Delivery (Impact Delivery), Customer Success Product (Impact Guided, Advanced and Total), Strategy & Operations, Product Success, —is focused on getting our customers to value across the end-to-end customer journey. As a critical member of the Customer Success Delivery leadership team, this role will be integral to defining and driving global, large-scale, Customer & Employee Experience initiatives from inception to execution as we evolve the journey, grow the portfolio, scale the art of customer success and business.

The Role

This is an extraordinary opportunity for a collaborative strategic thinker and proven operator to partner closely with the GVP of Global Customer Success Delivery, and to take on a pivotal role in driving customer & employee experience transformation.

In this role the Sr Director of Customer Success Delivery Excellence & Transformation will be responsible for facilitating ownership of customer experience excellence throughout the post-sale journey to develop the onboarding experience, improve adoption, and increase value globally.  ServiceNow’s vision is aligned to our strategic customer segments’ expectations and outcomes, for sustained mutual growth. You will build relationships with customer facing teams and influence business unit champions in providing seamless interactions and mutual value to customers.  As strategic customers’ expectations evolve, you will drive ongoing alignment to maximize customer lifetime value growth.

Responsibilities:

• Define the post sale journey customer experience transformation vision, mission, and strategy.  Influence change, and work closely with cross functional leader(s) to create processes, mechanisms and tools to measure effectiveness and productivity gains. Engage and drive delivery excellence across Customer Success through designing and implementing a multi-generational plan.
• Meet customers and partners to understand and characterize where they are in their post-sale journey with global delivery teams and ServiceNow. 
• Partner with customers, the partner ecosystem, internal/external stakeholders to understand the customer unmet needs and develop industry leading experiences. 
• Design methods to listen, learn, and take action upon a closed loop customer listening program (in partnership with the Cx research).
• Intentionally design the customer and partner experience with stakeholders across all customer facing teams (E2E: Onboarding to Renewals with Product BU’s, Customer Success Delivery, Services, Sales, Renewals and the Impact digital experience).
• Define and Optimize the Customer Lifecycle. Map out the customer journey, develop listening posts (usage/adoption), identify moments that matter, standardize interventions at points in the journey, and identify opportunities for continuous improvement.
• Partner with Product and Platform BUs’ to create an adoption framework including ideal maturity journeys and value realization telemetry, so that we can deliver pre