Client Director - job 3 of 9

As a Client Director at ServiceNow, your primary responsibilities include managing executive relationships with assigned accounts, leading virtual teams to develop client-specific solutions, and overseeing the growth of global accounts. You will work closely with clients to build trust, develop strategic roadmaps, and ensure an exceptional experience. Achieving financial targets related to licenses, renewals, and professional services is also crucial in this role.

To be considered for the Client Director role at ServiceNow, candidates should have over 10 years of experience in client management with a deep understanding of integrating AI into workflows. A minimum of 5 years in a similar role with a proven track record of multi-million-dollar sales solutions is essential. Candidates should possess strong sales experience in IT Service Management or related fields and have demonstrated the ability to exceed sales targets.

At ServiceNow, the career growth of a Client Director is supported through ongoing training opportunities, mentorship programs, and a collaborative work environment. The company values innovation and encourages team members to explore new ideas, enhancing their professional skills while driving the success of client engagements. Furthermore, ServiceNow believes in fostering inclusivity and diversity, providing a supportive workplace that champions unique backgrounds and experiences.

The Client Director position at ServiceNow may require travel up to 50%, depending on the geographical location of assigned accounts. This travel is essential for building and maintaining strong relationships with clients and stakeholders, facilitating in-person collaboration that can enhance strategic planning and service delivery.

ServiceNow fosters a flexible work environment that promotes trust and collaboration, allowing Client Directors to work in person, remotely, or in a hybrid model. This flexibility is designed to support work-life balance while ensuring that client needs are prioritized and met efficiently.

When building relationships with C-level executives, it's important to listen actively and demonstrate a deep understanding of their business needs. Sharing insights tailored to their goals, creating value, and keeping communication transparent will help you build trust. Always approach interactions with a strategic mindset, focusing on long-term partnership rather than immediate gains.

Leading virtual teams requires strong communication skills and the ability to foster collaboration even at a distance. I have successfully implemented regular video meetings, shared digital workspaces, and established clear goals to ensure everyone stays aligned. Encouraging team engagement through team-building activities also helps maintain morale and efficiency.

To identify new business opportunities, I analyze account performance metrics, engage in regular discussions with clients to understand their evolving needs, and keep abreast of industry trends. Building rapport can often lead to discovering needs that haven’t been explicitly stated, allowing for proactive solution proposals.

To ensure AI solutions meet client needs, I start by deeply understanding their current processes and pain points. Collaborating closely with clients during the design phase ensures that the proposed solutions are tailored and aligned with their specific strategic outcomes. Continuous feedback loops during implementation also play a vital role in adjusting plans as necessary.

In a previous role, I exceeded my sales target by 30% by identifying underutilized opportunities within existing accounts. I initiated workshops to educate clients on new features of our products, which increased user engagement and consequently boosted sales. Maintaining strong client relationships allowed me to upsell and renew contracts effectively.

Handling conflicts requires diplomacy and a solution-focused mindset. I believe in addressing issues head-on, facilitating open discussions among involved parties to resolve misunderstandings. Finding common ground and establishing a mutual understanding helps in preserving the relationship while steering the engagement back on track.

I stay updated with industry trends by subscribing to relevant newsletters, attending conferences, and participating in professional workshops. Networking with other industry professionals and engaging in online forums also provides insights into emerging technologies and best practices that can inform my client strategies.

To measure customer satisfaction, I implement surveys post-project completion, conduct regular check-ins with clients, and monitor feedback through various channels. Analyzing this data allows us to evaluate performance and identify areas for improvement, ensuring we remain responsive to our clients' evolving needs.

Certainly! One significant project involved collaborating with a global client to automate their IT operations through our platform. By working closely with their team, we identified key areas for automation, resulting in a 25% reduction in operational costs. This project not only met but exceeded the client’s expectations, leading to additional contracts for services.

I believe that a diverse and inclusive workplace leads to better decision-making and innovation. My philosophy centers on nurturing an environment where every voice is respected and valued, recognizing that unique perspectives contribute to our overall success. Actively promoting inclusivity enhances team dynamics and strengthens relationships with clients from diverse background.