ServiceNow – Senior Director, Customer Outcomes Engagement – Santa Clara, CA

Job title: Senior Director, Customer Outcomes Engagement

Company: ServiceNow

Job description: Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.

Learn more on and about their experiences working at ServiceNow.

Job Description

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see rapid value of their ServiceNow investment.

The Role

The role of the Sr. Director, Customer Engagement Leader is to oversee all Engagement Managers teams - our “Field Leadership” - responsible for the programs and projects that drive value for our customers. consulting work related to the health and efficient maintainability of customer environments. This includes program management, oversight and day to day management of consulting teams (internal and external (customer and partner) and strong negotiation in areas of scope, financial budgeting and product usage. This role will also interact with our Workflow Business Units on product direction and use case development. The work may be done independently with our customers, or in a co-delivery model with our partner ecosystem. This role, in particular, will oversee Director-level leadership, with teams segmented by geography and industry.

What you get to do in this role:

• Develop a World Class Team
• Hire and develop talent to support current and future organizational direction and customer outcomes
• Mentor and develop tomorrow's leaders
• Define and manage metrics and KPIs for team members
• Possess the strongest level of product expertise in the ecosystem
• Provide White Glove Client Experience
• All of the above conducted with servant leadership
• Be Strategic
• Drive efficient scale for a high-growth business
• Develop new approaches to evolve the ServiceNow Success Methodology and processes to help clients achieve business outcomes
• Drive standards and excellence between teams with common objective of customer success activity
• Provide thought leadership for innovation to support customer business transformations
• Build executive level partner relationships
• Build executive/c-level level customer relationships
• Assist clients in building business cases and defining value and outcomes
• Drive Customer Outcomes
• Build relationships with internal organizations to understand and leverage the ServiceNow ecosystem in support of customer outcomes
• Drive consistency in delivery of the ServiceNow Success Methodology
• Develop prescriptive thinking and behavior throughout the team
• Take decisions/actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.
• Present ServiceNow product portfolio to clients
• Influence and drive client direction
• Support internal and external account reviews leveraging Customer Success Plans
• Drive Sales
• Business development with internal sales teams, prospects, clients and partners to evangelize strong delivery and service packages to meet the Americas business plan
• Manage and provide accurate forecasts
• Support renewal strategy in conjunction with sales
• Identify sales opportunities to ensure continued revenue growth and engages the Sales Team after identification of new opportunities
• Manage to Plan
• Manage to the Americas business plan for hiring, revenue and P&L
• Ensure all team deliverables are met
• Ensure all administrative tasks are accomplished timely

Qualifications

In order to be successful in this role, we need someone who has:

• 15+ Years of Management Experience in a software company or consulting firm
• 15+ Years of Consulting Experience with a software company or consulting firm
• Focused experience within outcomes driven business development and execution
• Experience in or leading a Professional Services organization
• Experience in managing large, multi-level teams of 100+ professionals
• Bachelor's degree
• Strong experience and capability to speak to client executive leadership (including CXO roles) to extract outcome expectations, and to influence their thinking and directions
• High motivation, driven and passionate about digital transformation
• Dedication and commitment to customer success
• A determination to make things better each day
• Strong people development, including coaching and mentoring for business and technical roles
• Ability to learn, understand and maintain knowledge of complex business transformations
• Ability to deliver executive presentations
• Ability to interface, develop and influence relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams
• Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills
• Ability to interact with and influence a wide range of employees, including executive management, and entry-level personnel across a wide number of ServiceNow departments
• Initiative - Proactive, self-motivated, and self-directed
• Ability to embrace and impact change
• Strong organizational and time management skills
• Travel required up to 40%

Required Competencies:

• Manages Complexity
• Manages Conflict
• Organizational Savvy
• Manages Change
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• Financial Analysis and Forecasting
• Balances Stakeholders
• Consultative Perspective
• Plans and Aligns
• Project Management / Leadership
• Situational Adaptability
• Strategic Mindset
• Trusted Advisor

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

Expected salary:

Location: Santa Clara, CA

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