Senior Customer Success Strategist
3 days ago
ServiceNow is a global market leader in the industry of cloud-based technology, transforming how organizations work. Founded in 2004 by visionary engineer Fred Luddy, our platform connects people, systems, and processes to drive business success. With a customer base of over 8,100, including 85% of Fortune 500 companies, we empower organizations to find smarter, faster, and better ways to work.
Job DescriptionWe are seeking an exceptional Manager, Success Hub to lead our team of early career Customer Success Guides. As a key member of our Customer Excellence Group, you will be responsible for delivering Success at Scale and driving customer adoption within the EMEA region. Your mission will be to coach and develop a team of Success Guides, execute the Success Hub strategy, and drive new initiatives to deliver value for all customers.
Main Responsibilities:
- Lead your team to onboard new customers, improve technical health and adoption, and drive growth and expansion within the account.
- Hire, coach, and mentor team members to help them grow their skills and careers.
- Execute the Success Hub strategy, delivering value for all customers on their journey.
- Drive new initiatives in the Success Hubs as part of the overall Customer Excellence Group strategy.
- Understand how digital and AI-based technologies are critical to the scaling, impact, and cost-effectiveness of the business.
- Manage and oversee the operational aspects of the team to deliver high-quality engagements efficiently with maximum reach and productivity.
To succeed in this role, you will need:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Ideally 5+ years in a leadership role at a high-performing consulting or software company, focused on technology-enabled transformations.
- Demonstrated success leading and growing a team of individual contributors.
- Familiarity with one or more ServiceNow product suites.
- Excellent verbal and written communication skills, including the ability to chair meetings and host webinars.
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