Manager Success Hub
Manager Success Hub
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Mager of Customer Success Hubs will lead a team of early in career Customer Success Guides (CSG) responsible for delivering Success at Scale for all Digital Commercial and MidMarket Customers making every customer committed to ServiceNow for life. The role is based at our Costa Rica location and is critical to ensuring the success and growth of our customers through their journey with us. The Success Hub team will use inperson and technology interventions to deliver a consistent service and one face to customers. The ideal candidate will be responsible for coaching and developing their team while driving successful customer outcomes leading to clients product adoption renewals and expansion of ServiceNow offerings with the account.
Key Responsibilities:
- Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership
- Execute the strategy and alignment of customer success for all customers managed by the Hub delivering value for all customers on their journey
- Adoption and use of digital and AI based technologies is critical to the scaling impact and cost effectiveness of the business
- Lead business planning for respective CS vertical / subvertical (Manufacturing Retail or Utilities) aligned with the companys 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 Guides responsible for inspiring growing guiding and mentoring your team
- Develop strong executive relationships with senior level customer leaders sales leaders and ecosystem partners
- Partner with Customer Success to ensure that our product is understood and positioned well by the Customer Success Guides
- Drive continuous improvement by working actively with Cross functional teams to innovate and find ways for the Guides to increase productivity
Qualifications :
- Minimum 5 years in leadership roles 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 one or more ServiceNow product suites
- Understanding of issues and imperatives driving digital transformation across ServiceNow Client
- Including digital transformation design implementation and management
- IT HR and GBS Transformation experience is a plus
- Strong executive relationships with CLevel executive leaders
- Experience developing account partnering (codelivery) 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)
- 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 longterm customer value and software adoption
- Highly datadriven 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
JV20
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.
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
