Full-Time Sr. Technical Manager, Customer Workflow Expert Services

Team Overview: The Customer Outcomes team at ServiceNow helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their ServiceNow investment.

Role Overview: As a Sr. Manager, Customer & Industry Workflow, you will lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for ServiceNow Customer Service products.

Key Responsibilities:

• Provide technical leadership to Consultants, Customers, and Partners, often in a billable capacity.
• Hire, enable, develop, and manage high-performing experts who consult, implement, and configure ServiceNow Customer Service Delivery products.
• Support Sales Teams in sales pursuits to ensure customer outcomes are achieved.
• Partner with internal teams to support enablement with training, product management, and best practices.
• Serve as a Steering Committee member on engagement projects focused on delivering successful customer outcomes.
• Manage and prioritize multiple complex initiatives.
• Promote continuous improvement practices for delivery and engagement materials.

Key Performance Measurements:

• Professional services business metrics (budgets, revenue, etc.).
• Productivity and utilization of self and team.
• Customer satisfaction on team engagements.
• Implementation expertise for ServiceNow Customer Workflow Solutions or similar software solution.
• Product consumption and adoption.
• Talent recruitment and development.

Up to 50% travel annually.

To be successful in this role you have:

• 3+ years of leadership experience in a professional services organization.
• 5+ years of consulting experience for complex, global organizations.
• Experience in Resource Management and Engagement Scheduling.
• Proven ability to influence and consult on Customer Service and/or FSM.
• Experience speaking to customer leaders to extract outcome expectations and influence their thinking.
• Significant experience defining and deploying future-state Customer Service and/or Industry digital transformations.
• Experience with leading Customer Service and/or FSM systems and tools such as Salesforce, Remedy. ServiceMax, ServiceNow, etc.
• Outstanding communication skills with confident presentation and facilitation skills.
• Dedication to customer success.
• Ability to interact with and influence a wide range of employees, including senior management.
• Strong interpersonal skills and customer-centric attitude.
• Experience leading and mentoring a team of eight or more employees.
• Experience with people development, including coaching and mentoring.
• Strong organizational and time management skills.
• Experience monitoring and summarizing business and financial metrics.
• Proactive attitude, critical thinking, problem-solving, escalation, and conflict resolution skills.
• Industry certifications such as ServiceNow CIS-CSM, Salesforce Service Cloud are a plus.
• Not 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 candidate!

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