Avp, Anz Major Area Lead

Description:

This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer.

This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success.

Responsibilities

Owns the overall success, renewal and growth for all customers in a defined 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. 

Background And Experience

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 nominated Major 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 

Qualifications

Desired Skills/Experiences

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 nominated Major Area / Market 
5+ years in experience in customer success or related role 
Strong P&L experience within a $15Bn+ enterprise 
Background in consulting is a strong plus. 
Can thrive in a demanding, fast-paced environment. 
Excellent leadership, management, and interpersonal skills. 
High EQ and ability to lead with positive influence. 
Ability to build an operating model with tools, processes and people to drive a scaled model for customer success. 
Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments 
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy 
Passion for technology and innovation 
Strong understanding of Cloud / SaaS Computing and the business benefits; a former customer or Cloud / SaaS Software executive is desirable. 
Excellent communication and presentation skills 
Analytical and negotiation skills, particularly at executive levels 
Strong understanding of business processes and their implementation into enterprise applications 
A technical degree or technical pedigree 
Must be open to regional and global travel with close alignment with Sales and CEG leaders Globally