Sr Dir AMS Customer Excellence Strategic Operations

Job Description

We are looking for a Senior Director AMS Customer Excellence Strategic Operations to lead a team Operations professionals supporting the AMS Customer Excellence Group of >1000 professionals and growing.  You will be a trusted advisor to the AMS Customer Excellence leadership team working crossfunctionally to ensure elite level execution as well as critical support and leadership through the transformation agenda. Ultimately this leader will drive the strategic planning business execution and operational excellence initiatives across Customer Success and Expert Services ensuring alignment with longterm goals and delivering measurable results. 

The ideal candidate is passionate about delighting our customers through their experiences with ServiceNow solutions. 

Key responsibilities in this role

• Lead Americas Customer Excellence Operations to maximize the future revenue growth for the region. 
• Generate business insights through advanced analytics and data mining to improve the customer success and sales GTM
• Partner with the Americas Customer Excellence leader leadership to drive customer adoption manage sales forecasting and lead operational cadence  
• Lead cross functional initiatives to transform and streamline processes to drive improved sales productivity and velocity. 
• Lead annual planning activities including growth projections headcount and opex planning territory & quota setting and coverage optimization for customer success and services sales
• Identify opportunities to automate / streamline tasks utilizing ServiceNow workflows 

• Oversee budget management operating expense (OPEX) headcount management and financial planning 
• Manage the Red Account process and drive downsell and adoption strategies and any associated operationalization 
• Strategic insights and action plans for all areas of the business 

• Manage resource allocation and ensure effective delivery operations for Customer Success and Expert Services. 

• Design and execute gotomarket (GTM) strategies including role design coverage strategies sales incentive design and the execution of these items including compensation administration. 

Qualifications :

• Bachelors degree in Business Administration Management or a related field; MBA preferred. 
• 15 years of experience in strategy planning and operations with a proven track record in highgrowth tech/SaaS environments.
• Strong expertise in customer success professional services and renewals. 
• Demonstrated ability to lead crossfunctional teams and drive organizational change. 
• Excellent analytical strategic thinking and problemsolving skills. Financial acumen a must. 
• Strong communication and interpersonal skills with the ability to influence at all levels of the organization. 
• Proven experience in budget management and operational excellence. 

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 $248100 $421900 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.

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!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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