Dir, Customer Success Mgmt

You will be part of the Customer Outcomes team. 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:

The role of the Customer Success Advocate is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your teams engagement with customers in their portfolio.

• Work with leadership to establish goals
• Identify new projects to undertake to guide goals
• Coach your team members to help them grow their careers
• Lead your team to improve technical health, deployment and adoption activities for their portfolio
• Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
• Manage the portfolio of accounts, hitting your goals and driving overall customer success
• Assign out activities to other team members to achieve outcomes and address customer needs
• Improve development of new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Reduce number of escalated customers
• Improve best practice development and guide junior team members

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.
• 12+ years of related work experience; OR equivalent work experience
• 2+ years experience leading a team or other managers
• Ability to be creative, comfortable running projects independently
• Seen as an expert in the marketplace (e.g. public speaking, blogs, etc)
• Ability 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)

FD21