Senior Manager - Customer Success

Summary

Join ServiceNow's Customer Excellence Group as a Senior Manager – Banking, advocating for our banking customers and leading a team to achieve their goals. You will oversee customer engagement, provide prescriptive guidance, and foster greater adoption of ServiceNow products. This role requires experience in leveraging AI in work processes, 10+ years of related work and platform experience, direct banking industry experience, and a proven ability to lead and grow teams. You will represent the Impact Banking Organization across ServiceNow and possess strong analytical and problem-solving skills. The position offers the opportunity to work with a diverse team and contribute to the success of a global market leader.

Requirements

• 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

Responsibilities

• Act as an advocate for our customers
• 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
• Oversee your team's engagement with customers in their portfolio