Manager, Success Center

hace 6 días


San José, San José, Costa Rica Servicenow A tiempo completo

Job DescriptionThe Manager of Success Center 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 Costa Rica location and is critical to ensuring the success and growth of our customers through their journey with us.
The Success Center 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.Key Responsibilities:Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadershipExecute the strategy and alignment of customer success for all customers managed by the Center, 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 businessLead business planning for respective CS vertical / sub-vertical (Manufacturing, Retail or Utilities) aligned with the company's overall strategic directionManage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accountsManage and grow a team of Customer Success Guides, responsible for inspiring, growing, guiding, and mentoring your teamDevelop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partnersPartner with Customer Success to ensure that our product is understood and positioned well by the Customer Success GuidesDrive continuous improvement by working actively with Cross functional teams to innovate and find ways for the Guides to increase productivityQualificationsExperience 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 industryMinimum 5 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 contributorsFamiliar with one or more ServiceNow product suitesUnderstanding of issues and imperatives driving digital transformation across ServiceNow ClientIncluding digital transformation design, implementation, and managementIT, HR, and GBS Transformation experience is a plusStrong executive relationships with C-Level executive leadersExperience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIsPreferred: 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 clientsFanatical about customer success and tenacious at driving long-term customer value and software adoptionHighly data-driven with commitment to drive business outcome and value realization across the portfolioExcellent verbal and written communication skills, including the ability to chair sessions and host webinarsNot 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 candidateAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust.
Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.Equal Opportunity EmployerServiceNow is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact ****** for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S.
Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune.
2024 Fortune Media IP Limited.
All rights reserved.
Used under license.


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