ServiceNow
10001+ employees
About ServiceNow
ServiceNow is a leading cloud computing company that specializes in digital workflows to help enterprises automate and manage their IT operations, employee workflows, and customer service processes. Founded in 2004, the company provides a comprehensive platform that enables organizations to improve operational efficiencies, reduce costs, and enhance user experiences through automation and AI-driven insights. ServiceNow's products span IT service management, IT operations management, HR service delivery, and customer service management, positioning it as a critical partner for digital transformation across industries. With a strong market presence and a commitment to innovation, ServiceNow serves thousands of customers worldwide, driving enterprise productivity and agility.
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Description
- This role will have responsibility for leading the team that makes every customer in the Strategic Tech, TMT, & System Integrators(SI) Major Area committed to ServiceNow for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer. This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success.
- Responsibilities include owning the overall success, renewal, and growth for all customers in the designated Major Area, driving alignment of customer success, expert services, and transformational resources, focusing on customer intimacy, creating evangelists, building C-level relationships, developing repeatable methodologies, working with sales to develop growth strategies, establishing cross-functional relationships, managing key business metrics, fostering an inclusive culture, operationalizing programs, and scaling team capabilities.
- Qualifications include a proven track record of building and growing organizations, market experience within Strategic Tech, TMT, & SI, enterprise leadership, decision-making skills, and experience in customer success or related roles. The ideal candidate has 15+ years of leadership experience, 10+ years in enterprise software, and 5+ years in customer success.
- The position offers a base pay of $248,100 - $421,900, plus equity, incentives, and benefits, including health plans, 401(k), ESPP, flexible spending, and family leave. Compensation varies based on location and individual factors.
- Additional details include work personas emphasizing flexibility and remote work, ServiceNow's commitment to equal opportunity employment, accommodations, and export control compliance.
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Requirements
- Proven experience building and growing a high-performance organization with high morale.
- Market experience within Strategic Tech, TMT, & SI sectors.
- Leadership in enterprise environments with rapid decision-making skills.
- Ability to navigate a highly collaborative and matrixed environment.
- Operational skills in building and running a business.
- Experience working with Product Management to drive adoption.
- Success in building services, customer engagement, or partner engagement functions.
- 15+ years of leadership experience leading large, high-growth organizations.
- 10+ years of experience in enterprise software within the relevant market.
- 5+ years of experience in customer success or related roles.
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Benefits
- Health plans including flexible spending accounts.
- A 401(k) plan with company match.
- Employee Stock Purchase Program (ESPP).
- Matching donations.
- Flexible time away and family leave programs.