Sr Mgr, Customer Success Mgmt Telco and Media

ServiceNow.com

Office

Addison, TEXAS, United States

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

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The role of the Customer Success Advocate is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

Lead your team to improve technical health, deployment and adoption activities for their portfolio
Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
Manage the portfolio of accounts, hitting goals and driving overall customer success
Partner with and assign out activities to other team members to achieve outcomes and address customer needs
Develop new Success Plays
Work with customers to create new use case/success stories
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Reduce number of escalated customers
Improve best practice development and guide junior team members

Qualifications

To be successful in this role you have:

15+ years of progressive experience in Customer Success, Consulting or Delivery roles, with at least 5+ years in leadership. Experience managing customer success or delivery teams supporting large enterprise accounts. Strong background in the Telecom & Media industry, with an understanding of current trends, challenges, and digital transformation priorities. Proven track record of engaging with C Suite executives and driving measurable business outcomes. Knowledge of SaaS platforms and ServiceNow technology experience or functional certifications. Ability to lead through influence, building trust and alignment across customer and internal teams. Strong business acumen with experience driving renewals, expansions, and long-term customer value. Exceptional communication, executive presence, and problem-solving skills to lead customer engagements during escalations. Experience in cross- functional account planning and governance processes. Bachelors degree required, advanced degree or relevant certifications e.g., TMForum, ITIL, TOGAF preferred.

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.