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Sr. Dir., AMS Customer Excellence Strategic Operations

ServiceNow

Customer Service, Operations

Waltham, MA, USA

Posted on Dec 23, 2024

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Job Description

We are looking for a Senior Director, AMS Customer Excellence Strategic Operations to lead a team Operations professionals supporting the AMS Customer Excellence Group of >1,000 professionals and growing. You will be a trusted advisor to the AMS Customer Excellence leadership team, working cross-functionally to ensure elite level execution as well as critical support and leadership through the transformation agenda. Ultimately, this leader will drive the strategic planning, business execution, and operational excellence initiatives across Customer Success and Expert Services, ensuring alignment with long-term goals and delivering measurable results.

The ideal candidate is passionate about delighting our customers through their experiences with ServiceNow solutions.

Key responsibilities in this role

Lead Americas Customer Excellence Operations to maximize the future revenue growth for the region.
Generate business insights through advanced analytics and data mining to improve the customer success and sales GTM
Partner with the Americas Customer Excellence leader leadership to drive customer adoption, manage sales forecasting and lead operational cadence
Lead cross functional initiatives to transform and streamline processes to drive improved sales productivity and velocity.
Lead annual planning activities including growth projections, headcount and opex planning, territory & quota setting and coverage optimization for customer success and services sales
Identify opportunities to automate / streamline tasks utilizing ServiceNow workflows

Oversee budget management, operating expense (OPEX) headcount management, and financial planning
Manage the Red Account process and drive downsell and adoption strategies and any associated operationalization
Strategic insights and action plans for all areas of the business

Manage resource allocation and ensure effective delivery operations for Customer Success and Expert Services.

Design and execute go-to-market (GTM) strategies, including role design, coverage strategies, sales incentive design and the execution of these items including compensation administration.

Qualifications

Bachelor’s degree in Business Administration, Management, or a related field; MBA preferred.
15+ years of experience in strategy, planning, and operations, with a proven track record in high-growth tech/SaaS environments.
Strong expertise in customer success, professional services, and renewals.
Demonstrated ability to lead cross-functional teams and drive organizational change.
Excellent analytical, strategic thinking, and problem-solving skills. Financial acumen a must.
Strong communication and interpersonal skills, with the ability to influence at all levels of the organization.
Proven experience in budget management and operational excellence.

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!

For positions in this location, we offer a base pay of $248,100 - $421,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.