The Team:
The Asia Pacific Customer Success Delivery Team, part of the Customer Success Organization, is chartered with driving consumption, adoption, and customer satisfaction, ultimately helping our customers realize maximum business value from their investment in the ServiceNow platform.
The Role:
As Vice President of Customer Success Delivery – Asia Pacific, you will define and execute the full Customer Success strategic vision across all Asia Pacific and be responsible for leading an organization of Customer Success Managers, Success Architects, Platform Architects, and partnership with Support Account Management. You play a pivotal role in ensuring our customers' success by ensuring that ServiceNow delivers exceptional customer experiences, fosters long-term relationships, and accelerates value realization across our customer base. You will collaborate closely with cross-functional teams, including sales, product management, customer support, value management, strategic customer programs, and engineering, to ensure the seamless adoption and ongoing satisfaction of our customers.
This is a strategic leadership position that requires a strong understanding of—and experience in—Customer Success in the software industry and demonstrated ability as a leader who can be a trusted advisor to key internal Executive stakeholders as well as with C-level client executives, including the world’s largest enterprises. The ability to build and manage high-performing teams in a fast-paced environment is also critical.
Responsibilities:
Strategy and Leadership:
- Develop and execute a comprehensive regional strategy for customer success and value acceleration, aligned with the organization’s vision and objectives.
- Responsible for the talent acquisition of Customer Success resources regionally, aligning to organizational shape goals as well as the creation, planning, and support of talent management.
- Build a high performance, diverse team including all aspects of employee performance management, such as hiring, career development, performance reviews, individual development plans, guidance, and mentoring.
- Foster a customer-centric culture within the organization, emphasizing the importance of customer satisfaction, retention, and advocacy.
Customer Success and Engagement:
- Define and implement best practices for customer success, including onboarding, adoption, training, and ongoing support to ensure customers derive maximum value from our solutions.
- Accountable for defining and delivering operational excellence and delivering results against KPIs (e.g., technical health, product adoption, NPS, Impact ACV targets, Customer Success/Impact renewal) for success resources regionally. These KPIs have a material impact to overall company ACV growth.
- Drive proactive customer engagement initiatives, such as business reviews, executive sponsorships, and customer advisory boards, to strengthen relationships and identify opportunities for growth.
Value Acceleration and Solution Delivery:
- Collaborate closely with sales and product management teams to ensure seamless solution delivery, including scoping, implementation, customization, and integration of our solutions.
- Ensure execution of the Customer Success Strategy, optimizing the delivery of Customer Success KPIs, Quality Assurance, and the profitable delivery of customer engagements
- Drive value realization initiatives, working closely with customers to understand their business objectives and align our solutions to deliver tangible outcomes.
- Own the post sales executive customer relationships for Customer Success, including resolution of escalations.
Cross-functional Collaboration:
- Collaborate with sales teams to drive revenue growth by identifying expansion opportunities within the existing customer base and ensuring high renewal rates.
- Collaborate with Services Sellers to convert legacy customer success packages to new Customer Success offerings.
- Develop relationships with internal cross-functional leaders, including the Customer Outcomes (consulting services or partner) GEO leaders, ServiceNow Impact business unit and ServiceNow product and support organizations, where alignment on strategy and delivery is a must.
- Work closely with marketing teams to develop customer advocacy programs, case studies, and success stories to showcase the value we deliver.
