Director Americas Strategy Customer Excellence Group
Director Americas Strategy Customer Excellence Group
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1 Vacancy
Job Description
The Role
This is an extraordinary opportunity for a collaborative strategic thinker and proven leader to drive the vision development and execution of strategic initiatives within the AMS in ServiceNows Customer Success organization. This role will work closely with the Senior Director of Customer Success Strategy to deliver regional priorities address marketspecific opportunities and ensure measurable outcomes that accelerate value for customers in the AMS geography.
You will partner with regional stakeholders including sales delivery and operations teams to identify and execute highimpact strategic initiatives that drive customer adoption retention and success. The role requires strong regional expertise datadriven decisionmaking and the ability to deliver clear actionable plans. You will identify opportunities to scale Customer Success efforts optimize operational processes and deliver regionspecific solutions that align with broader global goals.
This individual will own the AMS Customer Success strategy develop a regional roadmap prioritize strategic initiatives and ensure alignment with customer needs and business growth goals. You will focus on driving operational excellence improving the customer experience and delivering measurable outcomes that contribute to the success of the AMS business.
Responsibilities
- Regional Strategy Development and Execution: Build and execute the Customer Success strategy for the AMS region. Identify priorities align initiatives with regional goals and deliver measurable outcomes to drive customer adoption retention and satisfaction.
- Regional Strategic Initiatives: Identify prioritize and drive initiatives specific to the AMS market including customer adoption programs delivery optimization efforts and operational improvements that scale Customer Success outcomes.
- Collaboration with Regional Stakeholders: Partner with AMS sales delivery and operations leaders to align on priorities ensure seamless execution and drive crossfunctional initiatives that improve customer health and business performance.
- Operational Efficiency: Analyze regional performance metrics to identify opportunities for process improvements scalability and operational excellence. Develop governance models and reporting cadences to track progress and outcomes.
- DataDriven Insights: Leverage data to analyze business trends identify regional challenges and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement.
- Customer Success Optimization: Work closely with delivery teams to enhance the customer experience in the AMS region leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs.
- Alignment with Global Strategy: Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the AMS market.
Qualifications :
To be successful in this role you must have:
- Proven track record of developing and executing regional strategies to drive measurable business outcomes.
- Experience partnering with sales delivery and operations teams to align on priorities and execute initiatives effectively.
- Strong analytical skills with the ability to leverage data to inform decisions measure success and identify regional opportunities for improvement.
- Exceptional communication and interpersonal skills with the ability to influence stakeholders and drive collaboration across teams.
- Demonstrated ability to manage complex initiatives and deliver results in a fastpaced dynamic regional environment.
- 10 years of experience in strategy professional services consulting or customer success with a focus on regional or geographic roles.
- Understanding of customer success metrics (e.g. adoption retention NRR) and their impact on business performance.
- Undergraduate degree in Business Computer Science or a related field.
We Will Prefer Candidates That Have
- Experience driving Customer Success strategies in the AMS geography within a SaaS product company.
- Familiarity with ServiceNows suite of products platform and Customer Success operations.
- Experience working with sales teams to align on regional priorities and customer needs.
- 4 years of experience managing regional initiatives with measurable impact on adoption and retention.
- MBA preferred.
Additional Information :
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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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
