Senior Director, AMS Area Lead - Customer Excellence Group, CORE (Energy, Logistics, Transportation, and Utilities)

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.

About Customer Excellence Group (CEG) at ServiceNow  
  
ServiceNow’s worldwide Customer Excellence team is a global network of ServiceNow employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value value-based results. We strive to delight our customers and make this the best buying decision they ever made.  
  
About the Position  
  
This role will have responsibility for leading the team that makes every customer in the CORE Area (including sectors: Energy, Logistics, Transportation and Utilities) committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Area, resulting in clear accountability, consistent service and one face to the customer. This role is instrumental in championing innovation and leveraging cutting-edge technology to enhance customer experiences and deliver substantial business value. 
  
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success.  
  
Responsibilities  

• Customer Success: Deeply understand customer business challenges and leverage AI and digital tools to deliver tailored innovative solutions that provide tangible business impact. 

• Operational Excellence: Implement scalable, repeatable methodologies to ensure consistent, valued customer experiences and operationalize key national and global programs for enhanced scalability. 

• Cross-Functional Collaboration: Build and nurture relationships with C-level executives and collaborate with sales, solutions consulting, services, and product development teams to ensure strategic alignment and scale. 

• Sales and Growth Alignment: Partner with the sales team to develop and execute aligned growth strategies, focusing on License Agreements and expert services. 

• Leadership in Innovation: Foster a culture that celebrates creativity and innovation, enabling teams to develop solutions aligned with customers' evolving needs and business landscapes. 

• P&L Management: Drive business performance by managing key business metrics such as P&L, revenue, bookings, and other performance indicators, all focused on customer-centric outcomes.  

Background and Experience  

• A minimum of 10 years in a leadership role within CORE sectors, focusing on customer success and business growth. 

• 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. 

• Demonstrated experience in SaaS or Cloud-based environments, delivering software solutions to enterprises. 

• Proven track record in building and managing high-performing teams. 

• Strong experience in P&L management within large organizations. 

• In-depth knowledge of ServiceNow products and solutions, particularly within customer success and services sales tailored to CORE sectors. 

• Exceptional leadership, analytical, and negotiation skills. 

• High Emotional Quotient (EQ) with the ability to influence and lead diverse teams positively. 

• Willingness to travel regionally and align closely with sales and CEG leaders. 

Desired Skills  

• Ability to thrive in a fast-paced, demanding and highly matrixed environment.  

• Passion for technology and innovation, particularly in AI, Agentic AI, and machine learning applications within the CORE sectors. 

• Experience with AI-driven insights and analytics to drive strategic decision-making and enhance customer experiences. 

• Strong interpersonal and communication skills with the ability to deliver detailed and strategic insights. 

• Understanding of AI tools and platforms that benefit the Energy, Logistics, Transportation, and Utilities industries. 

• Previous experience in a consulting environment is a strong plus. 

• Familiarity with AI integration in SaaS solutions is advantageous. 

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! 

For positions in this location, we offer a base pay of $182,100 - $327,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 [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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