Manager, Customer Success, APJ

Manager, Customer Success, APJ

Be on the ground and a core part of building a new team in Bangalore, India. The role of the Manager, Customer Success, APJ is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers digital transformation journey on the Now Platform and accelerates customers time-to-value. As part of the global customer success organization, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators.

Manager, Customer Success, APJ is accountable for managing a team of Technical Accelerator Consultants that delivers specified accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered.

What you get to do:

• Hire, coach, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture.
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
• Build and leverage strategic relationships with nearby higher education facilities to source future talent.
• For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.
• Be responsible for managing execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience.
• Facilitates the team s career and development plans in order to promote individual growth as well as developing talent for the overall ServiceNow ecosystem
• Holds the team accountable to execute using best practices and tools to deliver value to the Customer
• Provides strategic technical thinking, building, and executing a business plan to meet team objectives.
• Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision making, and internal and customer alignment.
• Responsible for high customer satisfaction as reflected in Customer Survey scores.
• Promoting continuous improvement practices for accelerators and delivery/engagement materials.
• Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

Qualifications

To be successful in this role, we seek a candidate with over 10 years of total experience, including 4-5 years in people management.

• 4+ years progressive experience as part of a professional or managed services