Director, LATAM Customer Excellence

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.

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-based results. We strive to delight our customers and make this the best buying decision they ever made.  
  
This role will have responsibility for leading the team that makes every customer in LATAM committed to ServiceNow for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within LATAM, resulting in clear accountability, consistent service and one face to the customer.  
  
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:

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

• 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 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  
• Broad-based business and technology professional with 8+ 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  
• 8+ years of work experience in a leadership position  
• 8+ years of work experience in enterprise software within the nominated Major Area / Market  
• 5+ years in experience in customer success or related role  
• 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  preferred 
• Must be open to regional and/or global travel with close alignment with Sales and CEG leaders Globally  

FD21

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!

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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