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Senior Director, AMS Area Lead - Customer Excellence Group (TMT)

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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

This role will have responsibility for leading the team that makes every customer in the Technology, Media and Telecommunications (TMT) Area to have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Area, resulting in clear accountability, consistent service and one face to the customer.

This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success.

Responsibilities

Owns the overall success, renewal and growth for all customers in the Technology, Media & Telecommunications (TMT) Area

Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers

Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities

Create evangelists by listening to customers closely and delighting them with our user experience and service

Create growth opportunities with new product features and enhancement information

Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper

Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices

Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales.

Background and Experience

A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale

Proven market experience for the TMT Area

Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.

Excels in navigating a highly collaborative and highly matrixed environment

Proven experience building and running a business with the right operational skills

Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption

Demonstrated success in building a Services, Customer Engagement or Partner Engagement function

Qualifications

Desired Skills/Experiences

Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
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.
10+ years of work experience in a leadership position
7-10+ years of work experience in enterprise software within the TMT Area market
5+ years in experience in customer success or related role
Strong P&L experience within a $15Bn+ enterprise
Experience in driving collaborative partnerships across SI’s and Channel partners
Knowledge and experience across the ServiceNow landscape, with focus on customer success, services and services sales
Background in consulting is a strong plus.
Can thrive in a demanding, fast-paced environment.
Excellent leadership, management, and interpersonal skills.
High EQ and ability to lead with positive influence.
Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
Passion for technology and innovation
Strong understanding of Cloud / SaaS Computing and the business benefits; a former customer or Cloud / SaaS Software executive is desirable.
Excellent communication and presentation skills
Analytical and negotiation skills, particularly at executive levels
Strong understanding of business processes and their implementation into enterprise applications
A technical degree or technical pedigree
Must be open to regional and global travel with close alignment with Sales and CEG leaders Globally

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!

For positions in this location, we offer a base pay of $182,100 - $327,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$254950 / YEARLY (est.)

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$182100K

$327800K

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What You Should Know About Senior Director, AMS Area Lead - Customer Excellence Group (TMT), ServiceNow

Join ServiceNow as the Senior Director, AMS Area Lead for our Customer Excellence Group focused on the Technology, Media and Telecommunications (TMT) segment! Based in vibrant Chicago, Illinois, you'll lead a dynamic team committed to ensuring that every customer experiences outstanding satisfaction and success. Your role is pivotal as you strategize to align customer success, expert services, and innovative solutions that reflect our deep understanding of client needs. Collaboration will be key as you forge essential relationships with C-suite executives while also working closely with our Sales organization to drive renewals and growth. We’re searching for someone with a rich background in enterprise software, particularly within the TMT area, and a proven track record in delivering top-notch customer experiences. If you have experience in integrating AI solutions into business processes, and are skilled in building high-performing teams, we want to hear from you! In this role, you’ll leverage your 15+ years of experience to create evangelists among our clients and establish a consistent, high-value customer experience through repeatable methodologies and best practices. Your passion for technology and innovation will fuel our mission to help organizations work smarter and faster. At ServiceNow, we believe in diverse backgrounds, so if you're excited about our vision and think you have what it takes, apply today!

Frequently Asked Questions (FAQs) for Senior Director, AMS Area Lead - Customer Excellence Group (TMT) Role at ServiceNow

What are the responsibilities of the Senior Director, AMS Area Lead at ServiceNow?

As the Senior Director, AMS Area Lead at ServiceNow, your responsibilities will include overseeing customer satisfaction and success within the TMT segment, driving adoption of innovative services, and strengthening C-level relationships across accounts. You'll also be responsible for territory and portfolio planning in collaboration with the Sales team, ensuring a seamless experience for customers.