AVP, Canada Major Area Lead, Customer Excellence Group

Summary

Join ServiceNow's Customer Excellence Group in Canada as a leader responsible for driving customer success, renewal, and growth. You will lead a team dedicated to ensuring customer satisfaction and fostering long-term relationships. This role requires aligning customer success strategies with sales and services teams, building C-level relationships, and managing key business metrics. Success in this position demands strong leadership, operational skills, and experience in enterprise software and customer success. The ideal candidate will have a proven track record of building and growing high-performing teams and a deep understanding of the Canadian market.

Requirements

• 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 Canada 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

Responsibilities

• Owns the overall success, renewal and growth for all customers in the Canada 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

Preferred Qualifications

• 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
• 10+ years of work experience in a leadership position
• 7-10+ years of work experience in enterprise software within the Canada Major Area / Market
• 5+ years in experience in customer success or related role
• Strong P&L experience within a $15Bn+ enterprise
• Experience in driving collaborative partnerships across SI’s and Channel partners
• Knowledge and experience across the ServiceNow landscape, with focus on customer success, services and services sales
• 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

Benefits

Work Personas (flexible, remote, or required in office)