Full-Time Senior Manager, Customer Success

This role is required in one of the following locations 2 days per week - San Diego, CA, Orlando, FL, or Montreal, Canada. Be on the ground and a core part of building a growing team in San Diego, Amsterdam, and Sydney.

The role of the Senior Manager, Customer Success is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers' time-to-value.

This team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our User Experience (UX) accelerators.

Accountable for managing a team of UX Consultants that delivers specified accelerators. Collaborates across business functions, customers, and partners to ensure proper governance and stakeholder support.

Responsibilities:

1. Hire, coach, and lead a team of Senior and Associate level consultants to achieve ServiceNow business goals.
2. Manage employee performance, including career development, performance reviews, and Individual Development Plans.
3. Build relationships with Outsourced Strategic Partners (OSP) and higher education facilities to source talent.
4. Execute in a player/coach style role for newly onboarded employees.
5. Manage the execution of delivery for a growing portfolio of accelerator offerings.
6. Facilitate team career and development plans.
7. Hold the team accountable to best practices.
8. Provide strategic thinking and execution of a business plan to meet team objectives.
9. Act as the UX escalation point of contact.
10. Ensure high customer satisfaction.
11. Promote continuous improvement practices.
12. Develop and maintain strong working relationships with other teams.

Qualifications:

• 4+ years progressive experience in a professional or managed services organization.
• 4+ years UX management experience in delivery, preferably in cloud-based solutions with agile deployment methodology.
• Creative, entrepreneurial spirit and comfort running initiatives independently.
• Experience working collaboratively and cross-functionally.
• Passion for user experience and its impact on technology adoption.
• Preferred experience with ServiceNow Products.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, customer-centric attitude.
• Keen attention to detail and ability to multitask.
• Customer-centric mentality.
• Willingness to interact with both technical and non-technical customers.
• Desire to contribute to a positive work environment.
• Hungry and humble mindset.

Compensation:

Base pay: $163,000 - $254,650, plus equity, variable/incentive compensation, and benefits.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer.

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