AVP ANZ Major Area Lead - Customer Excellence Group
AVP ANZ Major Area Lead - Customer Excellence Group
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Job Description
About the Position
This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction adoption professional services or renewal challenges within their Major Area resulting in clear accountability consistent service and one face to the customer.
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and addons as well as the relationship with Partners all of which are critical to the companys short and longterm success.
Responsibilities
- Owns the overall success renewal and growth for all customers in a defined Major Area
- Drives the alignment of customer success expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers
- Focus on customer intimacy to deliver business impact and innovation to a customers business by understanding our customers key business issues and opportunities
- Create evangelists by listening to customers closely and delighting them with our user experience and service
- Create growth opportunities with new product features and enhancement information
- Build and nurture Clevel relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
- Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
- Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements expert services and customer success. This will also require territory and portfolio planning alignment with Sales.
- Establish relationships with leadership across sales solution consulting services product channel and support leadership to ensure crossfunctional alignment at scale
- Effectively build and establish relationships with partner consulting organizations to enable a goto market strategy
- Manage and achieve key business metrics including bookings revenue P&L utilization and expenses
- Customer obsessed mindset in driving value and NPS across all CEG pillars
- Be an inspirational leader and create a vibrant inclusive culture that inspires people to do their best work. Provide Coaching mentoring and an environment for growth development and feedback to ensure the right skills and resources are in place for success.
- Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time.
Background and Experience
- A track record for building and growing a worldclass organization through talent acquisition onboarding and retention characterized by high productivity and excellent morale
- Proven market experience for the nominated Major Area
- Experience with the enterprise and demonstrated leadership to make rapid decisions and problemsolving in this environment.
- Excels in navigating a highly collaborative and highly matrixed environment
- Proven experience building and running a business with the right operational skills
- Proven track record working with Product Management to deliver customer functionality in this case to drive adoption
- Demonstrated success in building a Services Customer Engagement or Partner Engagement function
Qualifications :
Desired Skills/Experiences
- Broadbased business and technology professional with 15 years of experience leading a large highgrowth organization delivering software based business solutions to large and small enterprises in the areas of Sales Marketing or Services and Support
- 15 years of work experience in a leadership position
- 10 years of work experience in enterprise software within the nominated Major Area / Market
- 5 years in experience in customer success or related role
- Strong P&L experience within a $15Bn enterprise
- Background in consulting is a strong plus.
- Can thrive in a demanding fastpaced environment.
- Excellent leadership management and interpersonal skills.
- High EQ and ability to lead with positive influence.
- Ability to build an operating model with tools processes and people to drive a scaled model for customer success.
- Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
- Ability to work independently and in a strong team environment and to deliver on detail as well as strategy
- Passion for technology and innovation
- Strong understanding of Cloud / SaaS Computing and the business benefits; a former customer or Cloud / SaaS Software executive is desirable.
- Excellent communication and presentation skills
- Analytical and negotiation skills particularly at executive levels
- Strong understanding of business processes and their implementation into enterprise applications
- A technical degree or technical pedigree
- Must be open to regional and global travel with close alignment with Sales and CEG leaders Globally
FD21
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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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
