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Manager, Customer Success

1 month ago

Orlando, Florida, United States ServiceNow Full time
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 CompaniesTM.

Learn more on Life at Now blog and hear from our employees 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.

Job Description

U.S. Citizen or Greencard holder required.

This role is required in the office 2 days per week in Orlando, FL.

What you get to do in this role:

Be on the ground and a core part of building a new team in Orlando. The role of the Manager – Customer Success, Impact Delivery (Americas) 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.

As part of the global customer success organization, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

Manager - Technical Accelerators (Americas) is accountable for managing a team of Technical Consultants that delivers specified accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered.

What you get to do:

  • Hire, coach, and lead a team of Senior and Associate level technical consultants to achieve the ServiceNow business goals and promote a high-performance culture.
  • Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
  • Build and leverage strategic relationships with our Outsourced Strategic Partners (OSP) and nearby higher education facilities to source future talent.
  • For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.
  • Be responsible for managing the execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience.
  • Facilitates the team's career and development plans to promote individual growth as well as developing talent for the overall ServiceNow ecosystem
  • Holds the team accountable to execute using best practices and tools to deliver value to the Customer
  • Provides strategic technical thinking, building, and executing a business plan to meet team objectives.
  • Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision-making, and internal and customer alignment.
  • Responsible for high customer satisfaction as reflected in Customer Survey scores.
  • Promoting continuous improvement practices for accelerators and delivery/engagement materials.
  • Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.
Qualifications

To be successful in this role you have:

  • 4+ years progressive experience as part of a professional or managed services organization; or equivalent education/experience.
  • 4+ years of technical management experience in delivery within a professional or managed services organization; highly desirable in cloud-based solutions using agile deployment methodology.
  • Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a "start-up paced" environment.
  • Experience working collaboratively and cross-functionally.
  • Preferred experience with 3 or more ServiceNow Products (ITOM, ITAM, ITSM, Platform or Virtual Agent etc.) ServiceNow and ITIL Certifications are a plus.
  • Excellent written and verbal communication skills at the Customer Experience (Cx) level.
  • Strong interpersonal skills, customer-centric attitude, and passion for cultural diversity.
  • Keen attention to detail and the ability to multitask in a self-managed environment.
  • Customer-centric mentality, willing to go the extra mile for the Customer, and will break down all barriers to ensure customer success.
  • Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
  • A passion for continually leveraging new technologies and functionality and being involved in projects that push existing technologies' capabilities.
  • A strong desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
  • Have a hungry and humble mindset; and proactively seek help when challenges arise.
Additional Information

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. Click here 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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