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 Customer Excellence Segment Lead plays a pivotal role in driving customer success and satisfaction across their portfolio of accounts, which may include those served by Impact teams (Guided+, Total, Advanced), as well as those with Guided support or no Impact (this is to ensure that all customer receive the necessary level of service and support). This position requires a strategic leader who can navigate complex customer landscapes, build strong relationships, and foster a culture of collaboration among Customer Success professionals to drive key CEG priorities. The Customer Excellence Segment Lead is responsible for ensuring that their squads are supporting customers to realize the full potential of the ServiceNow platform, aligning services (through Expert Services or with Partners) with their business objectives and driving adoption. Across their portfolio, they own success, growth, and retention to drive success and satisfaction. By acting as a trusted advisor, the Customer Excellence Segment Lead can support interactions with key, strategic accounts to manage escalations, mitigate risks and ensure long-term customer retention and satisfaction.
In addition to supporting customer relationships, the Customer Excellence Segment Lead manages teams of Customer Success professionals, mentoring them to achieve high performance and career growth. This role involves close collaboration with various internal teams, including Delivery, Partners, Success Centers, Services Sales, and Renewals, to ensure seamless execution of customer success initiatives. The Customer Excellence Segment Lead is accountable for overseeing project outcomes, resolving escalations, and maintaining overall account health, all while staying attuned to market trends and best Segments to enhance service delivery.

BACKGROUND AND EXPERIENCE

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proven market experience for the nominated Segment or Region
• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving 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
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.
  Qualifications

BACKGROUND AND EXPERIENCE

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proven market experience for the nominated Segment or Region
• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving 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
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.

Desired Skills/Experiences

• Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
• 10+ years of work experience in a leadership position
• 5+ years of work experience in enterprise software within the nominated Segment
• 5+ years in experience in customer success or related role
• Experience in driving collaborative partnerships across SI’s and Channel partners
• Knowledge and experience across the ServiceNow landscape, with focus on customer success and services
• Can thrive in a demanding, fast-paced 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;
• Excellent communication and presentation skills in German Language
• Analytical and negotiation skills
• Strong understanding of business processes and their implementation into enterprise applications
• A technical degree or technical pedigree

Additional Information

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.