Senior Manager - Customer Success - Banking

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 Excellence Group. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services delivered by our outstanding consultants or with our ecosystem of partners, and enabled by 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 Senior Manager – Banking is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of Banking 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.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 10+ years of related work and Platform experience; OR equivalent work experience 

• Direct Banking Industry and hands on modernization and transformation experience (e.g.  Platform ownership, Platform Operations, Development Experience etc.) 

• Ability to be creative and comfortable running multiple projects independently 

• Desire and proven ability to solve complex issues through analysis and resolution 

• Operational experience and high business acumen including P&L experience  

• Experience leading high functioning and diverse teams 

• Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success, CSA, PMP, OCM, Lean) 

• A Track record of growing people and teams and embracing organizational change 

• Represent the Impact Banking Organization skillfully across ServiceNow and be a spokesperson for our people, processes, technologies, client and products   

• Unwavering passion to dig into complex technical, relationship and operational elements to drive excellence   

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 [email protected] 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. 

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