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Director, Success Hub

Element AI

Heredia Province, Heredia, Costa Rica

Posted on Dec 4, 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

The Director of Customer Success Hubs will lead a team of early in career Customer Success Guides (CSG) responsible for delivering Success at Scale for all Digital, Commercial and Mid-Market Customers, making every customer committed to ServiceNow for life. The role is based at our Costa Rica location and is critical to ensuring the success and growth of our customers through their journey with us. The Success Hub team will use in-person and technology interventions to deliver a consistent service and one face to customers. The ideal candidate will be responsible for coaching and developing their team while driving successful customer outcomes, leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.

Key Responsibilities:

Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership
Execute the strategy and alignment of customer success for all customers managed by the Hub, delivering value for all customers on their journey
Adoption and use of digital and AI based technologies is critical to the scaling, impact and cost effectiveness of the business
Lead business planning for respective CS vertical / sub-vertical (Manufacturing, Retail or Utilities) aligned with the company’s overall strategic direction
Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts
Manage and grow a team of Customer Success Guides, responsible for inspiring, growing, guiding, and mentoring your team
Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
Partner with Customer Success to ensure that our product is understood and positioned well by the Customer Success Guides
Drive continuous improvement by working actively with Cross functional teams to innovate and find ways for the Guides to increase productivity

Qualifications

Minimum 10 years in leadership roles at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector (Digital/SaaS/Enterprise Software)
Demonstrated success leading and growing a team of individual contributors
Familiar with one or more ServiceNow product suites
Understanding of issues and imperatives driving digital transformation across ServiceNow Client
Including digital transformation design, implementation, and management
IT, HR, and GBS Transformation experience is a plus
Strong executive relationships with C-Level executive leaders
Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
Fanatical about customer success and tenacious at driving long-term customer value and software adoption
Highly data-driven with commitment to drive business outcome and value realization across the portfolio
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars

JV20

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!

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.

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