Full-Time Senior Director, AMS Area Lead

This role leads a team ensuring all TMT Area customers can address satisfaction, adoption, professional services, and renewal challenges, resulting in accountable, consistent service.

Responsibilities:

• Owns customer success, renewals, and growth for TMT customers.
• Aligns customer success, expert services, and transformative resources.
• Focuses on customer intimacy to understand their needs and deliver business impact and innovation.
• Creates evangelists by delighting customers with user experience and service.
• Develops growth opportunities through new product features.
• Builds and nurtures C-level relationships to strengthen partnerships.
• Creates a consistent customer experience with repeatable methodologies.
• Works closely with Sales to develop growth plans and strategies for License Agreements, expert services, and customer success.

Background and Experience:

• Proven track record of building and growing a high-performing team.
• Experience with the TMT Area and enterprise software.
• Strong decision-making and problem-solving skills.
• Experience working with Product Management to deliver customer functionality.
• Proven experience in building a Services, Customer Engagement, or Partner Engagement function.

Desired Skills/Experiences:

• Broad-based business and technology professional with 15+ years of experience in Sales, Marketing, or Services.
• Experience in integrating AI into work processes.
• 10+ years in leadership, 7-10+ in enterprise software within the TMT Area.
• 5+ years in customer success or related role.
• Strong P&L experience within a $15Bn+ enterprise.
• Experience in driving collaborative partnerships.
• Knowledge of the ServiceNow landscape.
• Background in consulting is a plus.
• Excellent leadership, management, and interpersonal skills.
• Strong understanding of Cloud/SaaS Computing.
• Excellent communication and presentation skills.
• Technical degree or pedigree, open to regional/global travel.

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