Full-Time AVP, Canada Major Area Lead

About Customer Excellence Group: Service Now's worldwide Customer Excellence team ensures customer success. They build relationships, understand customer businesses, and drive value-based results.

About the Position: Lead the Canada Major Area team to ensure customer commitment to Service Now. Manage customer satisfaction, adoption, professional services, and renewals. Be the primary point of contact for customers.

Responsibilities:

• Own customer success, renewal, and growth in the Canada Major Area.
• Drive alignment of customer success, expert services, and resources through innovative offers.
• Focus on customer intimacy to deliver business impact and innovation.
• Create customer evangelists and delight them with the user experience.
• Identify growth opportunities with new product features.
• Build and nurture C-level relationships.
• Create a consistent customer experience.
• Work closely with Sales to develop growth plans.
• Establish relationships across sales, consulting, services, product, channel, and support leadership.
• Establish relationships with partner consulting organizations.
• Manage and achieve key business metrics (bookings, revenue, P&L, utilization, expenses).
• Drive value and NPS across CEG pillars.
• Provide coaching, mentoring, and support for team growth.
• Operationalize national/global programs.

Background & Experience:

• Proven experience building and growing a world-class organization.
• Proven market experience for the Canada Major Area.
• Experience with enterprise solutions and leadership in rapid decision-making.
• Proven experience in building and running a business.
• Proven experience working with Product Management to deliver customer functionality.
• Strong P&L experience.
• Experience in driving collaborative partnerships.
• Knowledge and experience across the ServiceNow landscape.
• Background in consulting is a plus.

Desired Skills/Experiences:

• 15+ years experience leading high-growth organizations.
• 10+ years in a leadership position.
• 7-10+ years experience in enterprise software (Canada Major Area).
• 5+ years in customer success.

Required skills

• Excellent communication, presentation, and interpersonal skills.
• Analytical and negotiation skills.
• Technical pedigree or degree.
• Open to regional and global travel.
• Passion for technology and innovation.

Benefits:

• Flexible work environment

Additional Info:

• Equal Opportunity Employer

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