Customer Success Leader

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Servicenow A tiempo completo

**About Us**

At ServiceNow, we're transforming the way organizations work. Our intelligent cloud-based platform connects people, systems, and processes to empower businesses to find smarter, faster, and better ways to work.

Our Customer Excellence team is a global network of ServiceNow employees and partners dedicated to ensuring customer success. We work closely with our customers to build relationships, learn about their businesses, and drive value-based results.

This role will have responsibility for leading the LATAM team that makes every customer committed to ServiceNow for life. The ideal candidate will be able to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within LATAM, resulting in clear accountability, consistent service, and one face to the customer.

Key Responsibilities
  • Owning the overall success, renewal, and growth for all customers in the LATAM 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
  • Focusing on customer intimacy to deliver business impact and innovation to a customer's business by understanding their 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
Qualifications
  • 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 for the Area
  • 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

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