ServiceNow · 4 hours ago
Director, Americas Strategy, Customer Excellence Group
Remote, Addison, Texas, United States
Full-time
Remote
Director/Executive
10+ years exp
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Responsibilities
Build and execute the Customer Success strategy for the EMEA region. Identify priorities, align initiatives with regional goals, and deliver measurable outcomes to drive customer adoption, retention, and satisfaction.
Identify, prioritize, and drive initiatives specific to the EMEA market, including customer adoption programs, delivery optimization efforts, and operational improvements that scale Customer Success outcomes.
Partner with EMEA sales, delivery, and operations leaders to align on priorities, ensure seamless execution, and drive cross-functional initiatives that improve customer health and business performance.
Analyze regional performance metrics to identify opportunities for process improvements, scalability, and operational excellence. Develop governance models and reporting cadences to track progress and outcomes.
Leverage data to analyze business trends, identify regional challenges, and inform strategic decisions. Track success metrics and provide recommendations to drive continuous improvement.
Work closely with delivery teams to enhance the customer experience in the EMEA region, leveraging feedback and CSAT data to identify areas for improvement and implement solutions that address regional needs.
Ensure that regional strategies and initiatives align with the broader global Customer Success goals while addressing the unique dynamics of the EMEA market.
Qualification
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Required
Proven track record of developing and executing regional strategies to drive measurable business outcomes.
Experience partnering with sales, delivery, and operations teams to align on priorities and execute initiatives effectively.
Strong analytical skills with the ability to leverage data to inform decisions, measure success, and identify regional opportunities for improvement.
Exceptional communication and interpersonal skills, with the ability to influence stakeholders and drive collaboration across teams.
Demonstrated ability to manage complex initiatives and deliver results in a fast-paced, dynamic regional environment.
10+ years of experience in strategy, professional services, consulting, or customer success, with a focus on regional or geographic roles.
Understanding of customer success metrics (e.g., adoption, retention, NRR) and their impact on business performance.
Undergraduate degree in Business, Computer Science, or a related field.
Preferred
Experience driving Customer Success strategies in the EMEA geography within a SaaS product company.
Familiarity with ServiceNow’s suite of products, platform, and Customer Success operations.
Experience working with sales teams to align on regional priorities and customer needs.
4+ years of experience managing regional initiatives with measurable impact on adoption and retention.
MBA preferred.
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
2023 (650)
2022 (816)
2021 (565)
2020 (420)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-20IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
bloomberglaw.com
2024-12-13
2024-12-05
Company data provided by crunchbase
