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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 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.

Job Description

What you get to do in this role:

The GenAI Customer Success team is responsible for developing, maintaining, and delivering AI Lighthouse engagements in collaboration with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, Expert Services, and external partners like Accenture and NVIDIA.

As a Senior Manager, GenAI Customer Success you will partner with the Director of GenAI Customer Success to lead a team of GenAI Solution Architects (Strategists and Technical Architects) and program managers. Your team will drive customer outcomes, roadmap, and value realization for GenAI technology within AI Lighthouse accounts and lead GenAI enablement programs and Impact accelerators.

Key Responsibilities:

Lead a team of GenAI Solution Architects in providing high-quality advisory services for ServiceNow's AI Lighthouse customers.
Provide business and technical leadership, establishing and reinforcing Best Practices across teams.
Develop a high-performing team and manage workforce transformation to meet future business needs.
Collaborate with ServiceNow account teams and Customer Success to allocate the right Solution Architect at the right time.
Drive best-in-class execution, utilization management, and measurable KPIs and SLAs.
Continuously learn and improve from customers, your team, and Product Development and Sales Teams.

You will report to the Director, GenAI Customer Success and work actively with customers and partners to provide leading practice guidance for the ServiceNow Platform. Your team will be at the forefront of these practices, collaborating across ServiceNow to receive and improve standards.

Qualifications

To be successful in this role you must have:

At least 5 years of experience in a strategy consulting or technology advisory role, preferably with a focus on Artificial Intelligence, Machine Learning, or Data Science.
Proven track record of driving business growth and customer satisfaction through innovative technology solutions.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
Strong analytical and problem-solving skills.
Ability to work effectively in a fast-paced, dynamic environment, independently managing multiple projects while meeting tight deadlines.
Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals.
Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships.
Customer-focused mindset and commitment to delivering high-quality results.
Must be able to travel up to 50% annually.
Demonstrated strong business ownership, accountability, and hands-on, people-centric leadership.
Growth mindset, driven to constantly learn and improve execution and organization for the benefit of customers and talent.
Proven track record in successfully navigating customers through complex situations.
Proactive, critical thinking, problem-solving, and conflict resolution skills, with the ability to manage escalations and be a thought leader at the executive level.
Global thinker with a background in international business.
Servant leadership qualities.
Accountable and inclusive Change Agent with confidence and credibility.
Familiarity with ServiceNow's offerings.
Customer-facing presence with a business outcome orientation in Service Delivery.
Technical consultative skills.
Software implementation and Business Process background.
Service Offering Portfolio Creation and Innovation capabilities.
Best Practice desire and re-invention capability.
Enterprise approach with a global reach.
Experience managing consultant utilization and Service Demand forecasting (nice to have).
Experience creating and managing metrics and Key Performance Indicators (nice to have).
Experience with personnel management and staff development (nice to have).
Right to work in country you have applied to

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. 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 globaltalentss@servicenow.com 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.

Senior Manager, GenAI Customer Success

Senior Manager, GenAI Customer Success

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