The Customer Outcomes Success Sr. Manager will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Success Architects (SAs), Platform Architects (PAs) and Customer Success Managers (CSMs) across ServiceNow’s Customer Success Clients. The Sr. Manager will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Sr. Manager will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.
- Lead business planning for respective CS vertical / sub-vertical (Public Sector Healthcare) aligned with the company’s overall strategic direction
- Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific IP for Professional Service customers, with experience having worked in either Healthcare or Public Sector related customers
- 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 SAs, PAs and CSMs, responsible for inspiring, growing, guiding, and mentoring your team
- 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
To be successful in this role, you have:
- Minimum 10 years in management consulting and/or architecture leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector (Digital/SaaS/Enterprise Software)
- Demonstrated success leading and growing a team of individual contributors
- Familiar with multiple ServiceNow product suites, technical enablement and delivery a strong plus
- Understanding of issues and imperatives driving digital transformation across ServiceNow ecosystem
- Including digital transformation design, implementation, and management
- IT, HR, and GBS Transformation experience is a plus
- Strong executive relationships with C-Level executive leaders
- Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
- Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
- Preferred: 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 and software adoption
- Highly data-driven with commitment to drive business outcome and value realization across the portfolio
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
- Must be able to travel up to 50% annually
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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If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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