Sr Manager, Customer Excellence, ANZ Area Lead

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.

The Sr Manager, Customer Excellence, ANZ Area Lead will be responsible for ensuring the success, growth, and retention of customers within the ANZ region. They lead and develop a team of Customer Success professionals to maximize customer value realisation, drive adoption, and support risk mitigation. They oversee staffing to ensure CS resources meet project delivery needs and career progression goals. Additionally, they inspire, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and professional growth. While they do not directly manage Delivery, Success Centers, Services Sales or Renewals teams, they are responsible for ensuring strong alignment and collaboration across these functions to deliver customer success.

They navigate complex customer landscapes, mitigate risks, and influence key stakeholders to maintain strong, long-term relationships, acting as a primary contact for key customers as well as a point of escalation for all customers within their Area or Region. By fostering an outcome-driven approach, they ensure customers realize the full potential of the ServiceNow platform, aligning and supporting renewals and expansion opportunities while driving operational consistency across engagements.

What are the unique job responsibilities for this role?

Commercial Ownership:

• Own customer adoption, NPS, reduction of undeployed apps and mitigation of downsell and loss risk across customers in the assigned region/area
• Act as post-sales counterpart and point of contact for the aligned Sales area leader
• Directly own & manage relationships with strategically important customers, acting as a trusted advisor, navigating organizational complexities to drive long-term platform adoption and business value.

Customer Success Delivery:

• Ensure alignment between Customer Success, Delivery, Success Centers, Services Sales and Renewals teams to orchestrate seamless customer success, Impact delivery and, where relevant, project outcome delivery.
• Oversee execution of Impact delivery via Success Centers for relevant customers in the area
• Operate as the executive sponsor for the senior customer relationships in identified priority accounts in the Area
• Oversee and resolve high-impact escalations, mitigating risks and ensuring consistent customer health across accounts.

Capability Development & People Management:

• Lead, mentor, and develop a team of Customer Success professionals across multiple levels, fostering a high-performance culture and career progression.
• Manage headcount planning and resource management to efficiently deliver success products and optimise customer value
• Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc.
• Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best practices.

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 nominated Area or Region 
• 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 
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function 
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers. 

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 
• 10+ years of work experience in a leadership position 
• 5+ years of work experience in enterprise software within the nominated Major Area / Market 
• 5+ years experience in customer success or related role 
• Experience in driving collaborative partnerships across SI’s and Channel partners 
• Knowledge and experience across the ServiceNow landscape, with focus on customer success and services 
• 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;  
• Excellent communication and presentation skills 
• Analytical and negotiation skills, 
• Strong understanding of business processes and their implementation into enterprise applications 
• A technical degree or technical pedigree 

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!

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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.