Leads the Telco & Media Area team at ServiceNow focusing on customer satisfaction operational excellence sales alignment and innovation. Oversees customer relationships and P&L management to ensure business growth.

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 8100 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
About Customer Excellence Group (CEG) at Service Now
Service Now's worldwide Customer Excellence team is a global network of Service Now employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships learn about their businesses and drive value value-based results. We strive to delight our customers and make this the best buying decision they ever made.
About the Position
This role will have responsibility for leading the team that makes every customer in the Telco & Media Areaa committed to ServiceNow and has 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 is instrumental in championing innovation and leveraging cutting-edge technology to enhance customer experiences and deliver substantial business value.
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

• Customer Success: Deeply understand customer business challenges and leverage AI and digital tools to deliver tailored innovative solutions that provide tangible business impact.
• Operational Excellence: Implement scalable repeatable methodologies to ensure consistent valued customer experiences and operationalize key national and global programs for enhanced scalability.
• Cross-Functional Collaboration: Build and nurture relationships with C-level executives and collaborate with sales solutions consulting services and product development teams to ensure strategic alignment and scale.
• Sales and Growth Alignment: Partner with the sales team to develop and execute aligned growth strategies focusing on License Agreements and expert services.
• Leadership in Innovation: Foster a culture that celebrates creativity and innovation enabling teams to develop solutions aligned with customers' evolving needs and business landscapes.
• P&L Management: Drive business performance by managing key business metrics such as P&L revenue bookings and other performance indicators all focused on customer-centric outcomes.

Qualifications
Background and Experience

• A minimum of 10 years in a leadership role in customer success and business growth.
• Demonstrated experience in SaaS or Cloud-based environments delivering software solutions to enterprises.
• Proven track record in building and managing high-performing teams.
• Strong experience in P&L management within large organizations.
• In-depth knowledge of ServiceNow products and solutions particularly within customer success and services sales tailored to CORE sectors.
• Exceptional leadership analytical and negotiation skills.
• High Emotional Quotient (EQ) with the ability to influence and lead diverse teams positively.
• Willingness to travel regionally and align closely with sales and CEG leaders.

Desired Skills

• Ability to thrive in a fast-paced demanding and highly matrixed environment.
• Passion for technology and innovation particularly in AI Agentic AI and machine learning applications within the CORE sectors.
• Experience with AI-driven insights and analytics to drive strategic decision-making and enhance customer experiences.
• Strong interpersonal and communication skills with the ability to deliver detailed and strategic insights.
• Understanding of AI tools and platforms that benefit the Energy Logistics Transportation and Utilities industries.
• Previous experience in a consulting environment is a strong plus.
• Familiarity with AI integration in SaaS solutions is advantageous.

FD21
For positions in this location we offer a base pay of $205900 - $370600 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 and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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.
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