Director, Success Hub EMEA

at  Servicenow

Company Description
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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Director 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 Mid-Market Customers, making every customer committed to ServiceNow for life. The role is based at our Hub site in Dublin and is critical to ensuring the success and growth of our customers through their journey with us. The Success Hub team will use in-person 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 client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.

QUALIFICATIONS

• Minimum 10 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 C-Level executive leaders
• Experience developing account partnering (co-delivery) 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 long-term customer value and software adoption
• Highly data-driven 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
  Additional Information

• 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 / sub-vertical (Manufacturing, Retail or Utilities) aligned with the company’s 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