Sr Mgr, Management Consulting

ServiceNow.com

Office

Heredia, Costa Rica

Full Time

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

We are seeking an experienced and dynamic Senior Manager to lead our Customer Success Management (CSM) Hub in Costa Rica. This role is pivotal in ensuring the success and career growth of our CSMs while building scalable processes and aligning resource allocation to meet new demand.

Key Responsibilities:

Process Creation & Team Building:
Lead the design and implementation of robust processes for the CSM Hub, including establishing best practices, documenting workflows, and fostering consistent team development.
Monitoring KPIs & Performance:
Oversee key performance indicators for the team, ensuring all customer success metrics are met and providing regular updates to senior leadership.
Career Progression & Mentorship:
Act as a mentor and career coach for CSMs, supporting their professional growth and providing clear pathways for advancement within the organization.
Demand Intake & Resource Alignment:
Manage the intake of new customer accounts by evaluating resource needs and aligning team capacity to ensure smooth integration and support.
Standard Senior Manager Responsibilities:
In addition to these specialized tasks, you will handle typical senior management duties such as strategic planning, stakeholder communication, and cross-functional collaboration.

Qualifications

Experience in Customer Success combined with robust leadership experience.
Great communication style is a must, as you'll be regularly engaging with both your team and senior stakeholders.
Proven track record in building and optimizing processes and workflows.
Strong skills in KPI monitoring and team performance management.
Ability to manage resource allocation and demand intake effectively to meet new business needs.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.