Customer Success Hub Lead

4 days ago

Dublin, Dublin City, Ireland ServiceNow Full time
Job Description

We are seeking an experienced leader to oversee the success of our customers in the EMEA region. As a Manager, Success Hub, you will lead a team of early in career Customer Success Guides responsible for delivering Success at Scale making every customer committed to ServiceNow for life.

The team will be responsible for driving customer success, growth, and adoption within the EMEA region by delivering remote engagements at various points during the customer lifecycle. The ideal candidate will be responsible for coaching and developing a team of Success Guides, driving successful customer outcomes leading to client's product adoption, renewals, and expansion of ServiceNow offerings within the account.

Main Responsibilities:

  • Lead your team to onboard new customers, and improve technical health and adoption for a portfolio of customers
  • Hiring, coaching and mentoring 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 & oversee the operational aspects of the team to deliver high quality engagements, efficiently with maximum reach and productivity
  • Develop executive relationships across the ServiceNow business to drive alignment and ensure a consistent customer experience

Requirements

  • Ideally 5+ years in a leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations
  • Demonstrated success leading and growing a team of individual contributors
  • Familiar 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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