Area Lead, Customer Excellence Group

You will be part of the Customer Excellence Group(CEG). Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000s of customer engagements.

What you get to do in this role:

Area Lead, CEG

• Leading and developing a team of Customer Success professionals to maximize customer value, drive adoption, and support risk mitigation.
• Overseeing staffing to ensure resources meet project delivery needs and career progression goals.
• Inspiring, mentoring, and developing a high-performing team, fostering collaboration, accountability, and professional growth.
• Ensuring strong alignment and collaboration across Delivery, Success Centers, Services Sales, and Renewals teams to deliver customer success, though not directly managing these teams.
• Navigating complex customer landscapes, mitigating risks, and influencing key stakeholders to maintain strong, long-term relationships.
• Acting as a primary contact and escalation point for key customers within their area or region.
• Fostering an outcome-driven approach to ensure customers realize the full potential of the ServiceNow platform, supporting renewals and expansion opportunities, and driving operational consistency across engagements 11.

• For escalations and investment decisions, critical issues or resource/financial decisions are escalated to the Major Area Lead for review and approval

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 AIs potential impact on the function or industry.

• Total of 14 + year of experience ,with a minimum of 7 + years of people management experience in Professional Services ecosystem.

• Ability to be creative, comfortable running projects independently
• Desire to solve complex issues through analysis and resolution
• Experience leading high functioning teams
• Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)
• Travel - 30 - 40% (domestic)
• Workpersona - Flexible

FD21