Client Director - (Retail)

As a Client Director at ServiceNow, your main responsibilities will include managing executive relationships with key clients, leading virtual teams for solution sales and support, and overseeing the development of strategies that align client needs with our services. You will ensure that all interactions contribute to an outstanding customer experience and help achieve financial targets across licenses and renewals.

To be a strong candidate for the Client Director role at ServiceNow, you should possess at least 7 years of experience in client management, with 2 of those years in a leadership role such as Client Director. Additionally, proficiency in managing multi-million dollar sales solutions and executive relationship management, along with a solid understanding of IT service management and customer service operations, will be essential.

ServiceNow is committed to the professional growth of its employees, including Client Directors. You will have access to various training programs, mentorship opportunities, and resources that foster both personal and professional development. The diverse environment encourages unique experiences and provides the platform for you to pursue your career aspirations.

A typical workday for a Client Director at ServiceNow involves strategic planning meetings with clients, collaboration with internal teams to develop tailored solutions, and progress checks on client projects. You will also dedicate time to building relationships with stakeholders at all levels, ensuring client satisfaction, and tracking the achievement of financial goals linked to your accounts.

As a Client Director at ServiceNow, you can expect a competitive compensation package that includes On Target Earnings (OTE) structure, health plans, 401(k) with company match, and flexible time-off policies. We prioritize work-life balance and strive to create an inclusive environment where diverse backgrounds contribute to our success.

In managing relationships with high-profile clients, it’s essential to build trust and maintain regular communication. Establishing a connection with key stakeholders and understanding their unique needs helps form a strong partnership. Sharing insights into industry trends and ServiceNow capabilities to meet their strategic goals ensures that you remain a valued advisor.

Achieving sales targets requires a thorough understanding of your client's needs and the ability to align ServiceNow solutions with their goals. My approach involves setting clear objectives, developing a strategy that leverages our resources efficiently, and continuously tracking performance against those targets to make necessary adjustments.

Engaging cross-functional teams requires fostering collaboration through regular communication and clearly defined responsibilities. I emphasize the importance of each team member's role in achieving client success, creating an environment of mutual respect, and ensuring everyone is informed on progress and challenges.

Handling difficult conversations with clients involves remaining calm and empathetic. I focus on listening to their concerns fully, ensuring they feel heard, and providing solutions that prioritize their needs. Transparency and honesty help maintain trust even in challenging situations.

I have several years of experience managing key accounts within retail, focusing on developing tailored solutions that affect operational efficiency and customer engagement. By collaborating with in-house experts in marketing and technology, I’ve successfully navigated challenges and spearheaded initiatives that resulted in substantial ROI.

Success in the Client Director role can be measured through various metrics, including client satisfaction scores, achievement of revenue targets, and the strength of relationships built over time. Setting and regularly reviewing KPIs allows for a proactive approach to performance management.

In one situation, I realized a key client felt undervalued. I scheduled a face-to-face meeting to discuss their concerns, which enabled me to gather feedback directly. Implementing their suggestions and providing consistent follow-up not only repaired the relationship but also fostered a space where they felt comfortable sharing new opportunities.

Technology is crucial in my approach to client management as it facilitates efficient communication and data analysis. Leveraging CRM tools allows me to track client interactions, analyze trends, and make informed decisions that lead to better service and innovative solutions tailored to client needs.

My leadership style is collaborative and inclusive. I believe in empowering my team, encouraging their input, and fostering a creative environment where everyone feels valued. This approach not only drives better engagement but also leads to innovative solutions for our clients.

Staying updated on industry trends is a priority. I subscribe to relevant publications, attend industry conferences, and network with professionals in the field. I also encourage knowledge-sharing within my team to ensure we’re all informed and can provide the best support and insight to our clients.