ServiceNow · 1 month ago
VP, Major Area Lead - Customer Excellence Group (Strat Tech, TMT & SI)
United States
Full-time
Remote
Director/Executive
$248K/yr - $422K/yr
15+ years expServiceNow is a global market leader in innovative AI-enhanced technology, seeking a VP, Major Area Lead for their Customer Excellence Group. This role is responsible for leading customer success initiatives, ensuring satisfaction and growth for customers in the Strategic Tech, TMT, & SI Major Area by building strong relationships and driving innovative solutions.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Owns the overall success, renewal and growth for all customers in the Strategic Tech, TMT, & SI Major Area
Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers
Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
Create evangelists by listening to customers closely and delighting them with our user experience and service
Create growth opportunities with new product features and enhancement information
Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales
Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale
Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy
Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses
Customer obsessed mindset in driving value and NPS across all CEG pillars
Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success
Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time
Qualification
Required
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 within Strategic Tech, TMT, & SI
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
Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption
Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
Preferred
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
15+ years of work experience in a leadership position
10+ years of work experience in enterprise software within the FSI Strategic Tech, TMT, & SI Major Area / Market
5+ years in experience in customer success or related role
Benefits
Health plans, including flexible spending accounts
A 401(k) Plan with company match
ESPP
Matching donations
A flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Crowdfund Insider
2026-01-17
2026-01-16
Company data provided by crunchbase