The Customer Success Director will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing Customer Success Squads (Success Architects, Platform Architects & Customer Success Managers) across industry segments through the Impact product portfolio. The Director will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Customer Success Squads will be to drive Customer Outcomes at these US Public Sector managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.
- Lead/contribute to strategic business planning for the Federal Healthcare and Finance alignment with the company’s overall strategic direction
- Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts
- Manage and grow a team of Customer Success specialists, responsible for inspiring, growing, guiding, and mentoring your team (20 current team members and growing)
- Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
- Support customer success pre-sales activities in collaboration with our commercial teams
- Drive a high rate of CS renewals and upsells within the portfolio of accounts
- Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific needs
- US Public Sector experience/expertise required, preferable in Healthcare and/or Financial
- Familiar with multiple ServiceNow product suites required
- Minimum 10 years in leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations across Enterprise/Large Enterprise companies (Digital/SaaS/Enterprise Software)
- Ability to become adjudicated to work in the GCC environment required
- Ability to communicate value of ServiceNow products and alignment with Impact required
- Demonstrated success leading and growing a team of individual contributors
- Proven track record of success at large companies and government agencies
- Understanding of issues and imperatives driving digital transformation
- Depth in digital transformation design, implementation, and management
- IT, HR, and GBS Transformation experience
- Strong executive relationships with department and agency executive leaders
- Experience identifying mission objectives and solving challenges, serving as part of a key client account leadership team
- Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
- 5+ years large program experience (multi-tracked, OCM)
- Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
- Fanatical about customer success and tenacious at driving long-term customer value
- Highly data-driven with commitment to drive business outcome and value realization across the portfolio
- Track record of expanding offerings with clients
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
- Must be able to travel up to 40% annually
JV20
ServiceNow is an Equal Employment 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.
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