Customer Excellence Area Lead - Italy, Spain, Iberia & Israel

Company Description

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.

Job Description

Area Leads are responsible for ensuring the success, growth, and retention of customers within their assigned region. They lead and develop a team of Customer Success professionals to maximize customer value realisation, drive adoption, and support risk mitigation. They oversee staffing to ensure CS resources meet project delivery needs and career progression goals. Additionally, they inspire, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and professional growth. While they do not directly manage Expert Services, Success Hub or Sales teams, they are responsible for ensuring strong alignment and collaboration across these functions to deliver customer success. They navigate complex customer landscapes, mitigate risks, and influence key stakeholders to maintain strong, long-term relationships, acting as a primary contact for key customers as well as a point of escalation for all customers within their Area or Region. By fostering an outcome-driven approach, they ensure customers realize the full potential of the ServiceNow platform, supporting renewals and expansion opportunities while driving operational consistency across engagements.

What are the unique job responsibilities for this role?

Commercial Ownership

• Own customer adoption, NPS, reduction of undeployed apps and mitigation of downsell and loss risk across customers in the assigned region/area
• Act as post-sales counterpart and point of contact for the aligned Sales area leader
• Directly own & manage relationships with strategically important customers, acting as a trusted advisor, navigating organizational complexities to drive long-term platform adoption and business value.
  
  

Customer Success Delivery

• Ensure alignment between Customer Success, Expert Services, Success Hubs and Sales teams to orchestrate seamless customer success and Impact delivery.
• Oversee execution of Impact delivery via Success Hubs for the relevant customers in the area
• Operate as the executive sponsor for the senior customer relationships
• Oversee and resolve high-impact escalations, mitigating risks and ensuring consistent customer health across accounts.
  
  

Capability Development & People Management

• Lead, mentor, and develop a team of Customer Success professionals across multiple levels, fostering a high-performance culture and career progression.
• Manage headcount planning and resource management to efficiently deliver success products
• Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc.
• Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best practices
  
  

Decision Rights

• CEG Area Leads will hold decision rights over:
• Staffing and resourcing decisions for Impact squads serving customers in their assigned area
• Hiring of customer success resources, acting as the hiring manager for these roles
• Any decisions that may have a financial impact on the Geo P&L must be approved by the CEG Major Area and/or CEG Geo Lead.
  
  

Background And Experience

• 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 nominated Area or Region
• 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
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.
  
  

Qualifications

To be successful in this role you have:

• 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.
  
  

Desired Skills/Experiences

• Broad-based business and technology professional with 15+ 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
• 10+ years of work experience in a leadership position
• 5+ years of work experience in enterprise software within the nominated Major Area / Market
• 5+ years in experience in customer success or related role
• Experience in driving collaborative partnerships across SI’s and Channel partners
• Knowledge and experience across the ServiceNow landscape, with focus on customer success and services
• 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;
• Excellent communication and presentation skills in English and Italian/Spanish
• Analytical and negotiation skills
• Strong understanding of business processes and their implementation into enterprise applications
• A technical degree or technical pedigree
  
  

Additional Information

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 globaltalentss@servicenow.com 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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ServiceNow is 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.