The AVP, EMEA North, Customer Excellence Group is a leadership role within ServiceNow's Customer Outcomes team, responsible for guiding a team that ensures customers achieve their business goals through effective use of ServiceNow solutions. This position plays a critical role in driving customer success, adoption, and long-term value realization.
What You'll Do
- Act as an advocate for customers
- Lead the team responsible for a portfolio of customers to help them achieve goals
- Foster greater adoption and usage of the ServiceNow products customers have purchased
- Oversee team engagement with customers in their portfolio
- Establish goals for the team
- Identify new cross-organizational projects to guide goals
- Coach team members to help them grow their careers
- Lead team to improve technical health, deployment and adoption activities for their portfolio
- Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
- Manage the portfolio of accounts, hitting goals and driving overall customer success
- Assign out activities to other team members to achieve outcomes and address customer needs
- Improve development of new Success Plays
- Work with customers to create new use case/success stories
- Ensure customers obtain the maximum value from their ServiceNow investment and use their licenses
- Reduce number of escalated customers
- Improve best practice development and guide junior team members
Technical Stack
- ServiceNow
Team & Environment
- Part of the Customer Outcomes team, leading a team within the Customer Success Advocate function
Work Mode
- Location: EMEA North
- Work type: local-country
