Senior Manager Customer Success
Senior Manager Customer Success
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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 timetovalue.
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 highperformance 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 customerfacing 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 teams 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 decisionmaking 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 cloudbased solutions using agile deployment methodology.
Creative entrepreneurial spirit with comfort running initiatives and programs independently within a startup paced environment.
Experience working collaboratively and crossfunctionally.
A passion for user experience and how it impacts the success of a technologys 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 customercentric attitude and passion for cultural diversity.
Keen attention to detail and the ability to multitask in a selfmanaged environment.
Customercentric 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 nontechnical customers attains relevant UX and business requirements analyzes information and designs comprehensive solutions.
A strong desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
Have a hungry and humble mindset; and proactively seek help when challenges arise.
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
For positions in this location we offer a base pay of $163000 $254650 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
