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Manager, Customer Success, APJ

  • Job
    Full-time
    Expert Level
  • Customer Relations
    People, HR & Administration
  • Bangalore

AI generated summary

  • You have 10+ years of experience with 4-5 years in people management, cloud solutions, and ServiceNow. Strong communication skills, customer focus, and a collaborative, entrepreneurial spirit are essential.
  • You will lead a team of consultants, manage performance, ensure quality delivery, build relationships for talent sourcing, and drive customer satisfaction and continuous improvement.

Requirements

  • To be successful in this role, we seek a candidate with over 10 years of total experience, including 4–5 years in people management.
  • 4+ years progressive experience as part of a professional or managed services organization; or equivalent education/experience.
  • 4+ years technical management experience in delivery within a professional or managed services organization; highly desirable in cloud-based solutions using agile deployment methodology.
  • Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a “start-up paced” environment.
  • Experience working collaboratively and cross-functionally.
  • Preferred experience with 3 or more ServiceNow Products (ITOM, ITAM, ITSM, Platform or Virtual Agent etc.) ServiceNow and ITIL Certifications are a plus.
  • Excellent written and verbal communication skills at the Customer Experience (Cx) level.
  • Strong interpersonal skills, customer-centric attitude, and passion for cultural diversity.
  • Keen attention to detail and the ability to multitask in a self-managed environment.
  • Customer-centric mentality, willing to go the extra mile for the Customer, and will break down all barriers to ensure customer success.
  • Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyze information, and designs comprehensive solutions.
  • A passion for continually leveraging new technologies and functionality and being involved in projects that push existing technologies' capabilities.
  • A strong desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
  • Have a hungry and humble mindset; and proactively seek help when challenges arise.

Responsibilities

  • Hire, coach, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture.
  • Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring.
  • Build and leverage strategic relationships with nearby higher education facilities to source future talent.
  • For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.
  • Be responsible for managing execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience.
  • Facilitates the team’s career and development plans in order to promote individual growth as well as developing talent for the overall ServiceNow ecosystem.
  • Holds the team accountable to execute using best practices and tools to deliver value to the Customer.
  • Provides strategic technical thinking, building, and executing a business plan to meet team objectives.
  • Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision making, and internal and customer alignment.
  • Responsible for high customer satisfaction as reflected in Customer Survey scores.
  • Promoting continuous improvement practices for accelerators and delivery/engagement materials.
  • Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

FAQs

What is the primary responsibility of the Manager, Customer Success, APJ?

The primary responsibility is to manage a team of Technical Accelerator Consultants to deliver specified accelerators, helping customers unlock business value and accelerate the adoption of ServiceNow products.

What is the ServiceNow Impact product mentioned in the job description?

ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value through delivering technical accelerators.

What qualifications are needed for this managerial position?

Candidates should have over 10 years of total experience, including 4–5 years in people management, with experience in professional or managed services organizations and technical management involving cloud-based solutions.

What kind of skills are preferred for this role?

Preferred skills include experience with 3 or more ServiceNow products (ITOM, ITAM, ITSM, Platform, or Virtual Agent), excellent communication skills, customer-centric attitude, and strong interpersonal skills.

What will be my role in employee development?

You will be responsible for career development, performance reviews, mentorship, and fostering growth for team members through Individual Development Plans.

How will success be measured in this position?

Success will be measured through high customer satisfaction as reflected in Customer Survey scores and effective execution of technical delivery for the portfolio of accelerator offerings.

Will I be involved in hiring for my team?

Yes, you will be responsible for hiring, coaching, and leading a team of Senior and Associate level consultants.

Is prior experience with ServiceNow products required?

While preferred, it is not mandatory; however, familiarity with ServiceNow products would be a significant advantage for candidates.

What kind of work environment can I expect?

The work environment is described as “start-up paced,” requiring a creative and entrepreneurial spirit while promoting a collaborative atmosphere.

Does ServiceNow prioritize inclusivity in its hiring process?

Yes, ServiceNow encourages applicants from diverse backgrounds and values unique experiences, welcoming candidates regardless of whether they meet every qualification.

A purpose-driven company. Making work, work better for people guides everything we do.

Technology
Industry
10,001+
Employees
2004
Founded Year

Mission & Purpose

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.

Culture & Values

  • Wow our customers

  • Win as a team

  • Create belonging

  • Stay hungry and humble

Benefits

  • Generous family leave

  • Flexible PTO

  • Matched donations

  • 401(k) matching

  • Annual learning stipends

  • Paid volunteer time