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Area Lead, Customer Excellence Group (Bangalore/Mumbai)

Element AI

Customer Service

Bengaluru, Karnataka, India

Posted on Dec 5, 2025

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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

You will be part of the Customer Excellence Group(CEG). Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The Area Lead, CEG, is responsible for ensuring the success, growth, and retention of customers within their assigned region. Key responsibilities include:

Leading and developing a team of Customer Success professionals to maximize customer value, drive adoption, and support risk mitigation.
Overseeing staffing to ensure resources meet project delivery needs and career progression goals.
Inspiring, mentoring, and developing a high-performing team, fostering collaboration, accountability, and professional growth.
Ensuring strong alignment and collaboration across Delivery, Success Centers, Services Sales, and Renewals teams to deliver customer success, though not directly managing these teams.
Navigating complex customer landscapes, mitigating risks, and influencing key stakeholders to maintain strong, long-term relationships.
Acting as a primary contact and escalation point for key customers within their area or region.
Fostering an outcome-driven approach to ensure customers realize the full potential of the ServiceNow platform, supporting renewals and expansion opportunities, and driving operational consistency across engagements 11.
For escalations and investment decisions, critical issues or resource/financial decisions are escalated to the Major Area Lead for review and approval

Qualifications

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Total of 14 + year of experience ,with a minimum of 7 + years of people management experience in Professional Services ecosystem.
Ability to be creative, comfortable running projects independently
Desire to solve complex issues through analysis and resolution
Experience leading high functioning teams
Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)
Travel - 30 - 40% (domestic)
Workpersona - Flexible

FD21

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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