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
This role will have responsibility for leading the team that makes every customer in the Technology, Media and Telecommunications (TMT) Area to have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Area, resulting in clear accountability, consistent service and one face to the customer.
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners - all of which are critical to the company’s short and long-term success.
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 TMT Area
- 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
- Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption
- Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
Qualifications
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
- 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.
- 10+ years of work experience in a leadership position
- 7-10+ years of work experience in enterprise software within the TMT Area market
- 5+ years in experience in customer success or related role
- Strong P&L experience within a $15Bn+ enterprise
- Experience in driving collaborative partnerships across SI’s and Channel partners
- Knowledge and experience across the ServiceNow landscape, with focus on customer success, services and services sales
- Background in consulting is a strong plus.
- 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; a former customer or Cloud / SaaS Software executive is desirable.
- Excellent communication and presentation skills
- Analytical and negotiation skills, particularly at executive levels
- Strong understanding of business processes and their implementation into enterprise applications
- A technical degree or technical pedigree
- Must be open to regional and global travel with close alignment with Sales and CEG leaders Globally
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $182,100 - $327,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
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