Senior Director, Customer Success Delivery Excellence & Transformation

Location

India | India

Job description

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on and about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

The Team

The ServiceNow Customer Success Organization (CSO) -which includes Customer Success Delivery (Impact Delivery), Customer Success Product (Impact Guided, Advanced and Total), Strategy & Operations, Product Success, -is focused on getting our customers to value across the end-to-end customer journey. As a critical member of the Customer Success Delivery leadership team, this role will be integral to defining and driving global, large-scale, Customer & Employee Experience initiatives from inception to execution as we evolve the journey, grow the portfolio, scale the art of customer success and business.

The Role

This is an extraordinary opportunity for a collaborative strategic thinker and proven operator to partner closely with the GVP of Global Customer Success Delivery, and to take on a pivotal role in driving customer & employee experience transformation.

In this role the Sr Director of Customer Success Delivery Excellence & Transformation will be responsible for facilitating ownership of customer experience excellence throughout the post-sale journey to develop the onboarding experience, improve adoption, and increase value globally. ServiceNow's vision is aligned to our strategic customer segments' expectations and outcomes, for sustained mutual growth. You will build relationships with customer facing teams and influence business unit champions in providing seamless interactions and. As strategic customers' expectations evolve, you will drive ongoing alignment to maximize customer lifetime value growth.

Responsibilities:

• Define the post sale journey customer experience transformation vision, mission, and strategy. Influence change, and work closely with cross functional leader(s) to create processes, mechanisms and tools to measure effectiveness and productivity gains. Engage and drive delivery excellence across Customer Success through designing and implementing a multi-generational plan.
• Meet customers and partners to understand and characterize where they are in their post-sale journey with global delivery teams and ServiceNow.
• Partner with customers, the partner ecosystem, internal/external stakeholders to understand the customer unmet needs and develop industry leading experiences.
• Design methods to listen, learn, and take action upon a closed loop customer listening program (in partnership with the Cx research).
• Intentionally design the customer and partner experience with stakeholders across all customer facing teams (E2E: Onboarding to Renewals with Product BU's, Customer Success Delivery, Services, Sales, Renewals and the Impact digital experience).
• Define and Optimize the Customer Lifecycle. Map out the customer journey, develop listening posts (usage/adoption), identify moments that matter, standardize interventions at points in the journey, and identify opportunities for continuous improvement.
• Partner with Product and Platform BUs' to create an adoption framework including ideal maturity journeys and value realization telemetry, so that we can deliver prescriptive digital content to customers at the right time.
• Collaborate across customer facing teams to deliver on the brand promise, build & partner with operations to execute change management plans for internal teams (e.g. employee experience).
• Benchmark the organization against industry best practices and create a phased plan/recommendations for the customer success delivery team. Establish ongoing cadence with industry peers and experts to inform the CX strategy (TSIA).

For positions in the Bay Area, we offer a base pay of $193,600 - $348,400, 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.

• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Strategic thinking skills with the ability to excite and lead others without direct authority.
• Proven ability to influence and coordinate cross functional teams to execute a plan.
• Ability to be both hands on and drive a team at scale.
• Experienced in navigating ambiguity and change with an entrepreneurial mindset.
• Track record of customer-centric decision-making.
• More than two customer-management roles previously, such as product management, voice of customer, experience design, customer care, customer intelligence, customer loyalty.
• Exceptional communication and interpersonal skills, with the ability to build effective relationships and influence stakeholders at all levels.
• Proven track record of being a Leader that creates an inclusive, diverse and equitable teams.
• Collaborative leader that is comfortable with ambiguity and embraces change.
• Analytical abilities that are informed by a data-driven approach to decisions but also willing to take calculated risks.
• Excellent writing and presentation skills and the ability to communicate across business functions.
• Ability to work in a fast-paced, dynamic environment and adapt quickly to changing priorities.
• 8 to 10 years Enterprise Software Customer Success Design Experience
• 5 years ServiceNow product experience
• Flexible to travel 20% of the time.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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