AVP, UKI Major Area lead Customer Excellence Group
* Full-time
* Employee Type: Regular
* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
This role will have responsibility for leading the team that makes every customer in their Major Area committed to ServiceNow for life, addressing customer satisfaction, adoption, professional services, or renewal challenges, resulting in clear accountability and consistent service.
Responsibilities
1. Own the overall success, renewal, and growth for all customers in a defined Major Area.
2. Drive alignment of customer success, expert services, and transformational resources through the adoption of innovative offers combined with market-leading solutions.
3. Focus on customer intimacy to deliver business impact and innovation by understanding customers’ key business issues and opportunities.
4. Create evangelists by listening to customers closely and delighting them with our user experience and service.
5. Create growth opportunities with new product features and enhancement information.
6. Build and nurture C-level relationships across accounts.
7. Develop and scale repeatable methodologies and proven best practices for a consistent customer experience.
8. Work closely with the Sales organization to develop and execute growth plans and strategies.
9. Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership.
10. Build and establish relationships with partner consulting organizations.
11. Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses.
12. Foster a customer-obsessed mindset in driving value and NPS across all CEG pillars.
13. Be an inspirational leader and create a vibrant, inclusive culture.
14. Operationalize key national/global programs to ensure scalability.
Background and Experience
1. Track record for building and growing a world-class organization.
2. Proven market experience for the nominated Major Area.
3. Experience with enterprise and demonstrated leadership.
4. Excels in navigating a highly collaborative and matrixed environment.
5. Proven experience building and running a business.
6. Experience working with Product Management to drive adoption.
7. Demonstrated success in building a Services, Customer Engagement, or Partner Engagement function.
Desired Skills/Experiences
1. 15+ years of experience leading a large, high-growth organization delivering software-based business solutions.
2. 15+ years in a leadership position.
3. 10+ years in enterprise software within the nominated Major Area/Market.
4. 5+ years in customer success or related role.
5. Strong P&L experience within a $15Bn+ enterprise.
6. Experience in driving collaborative partnerships across SI’s and Channel partners.
7. Knowledge and experience across the ServiceNow landscape.
8. Background in consulting is required.
9. Excellent leadership, management, and interpersonal skills.
10. High EQ and ability to lead with positive influence.
11. Ability to build an operating model with tools, processes, and people.
12. Detailed understanding of best practices for enterprise CRM systems.
13. Strong understanding of Cloud/SaaS Computing.
14. Excellent communication and presentation skills.
15. Analytical and negotiation skills, particularly at executive levels.
16. Must be open to regional and global travel.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity and welcome candidates from diverse backgrounds.
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 any other category protected by law.
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, please contact globaltalentss@servicenow.com for assistance.
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