AVP, Canada Major Area Lead - Customer Excellence Group - Jobs in Montreal, Quebec

Job Description

Job DescriptionAbout Customer Excellence Group at Service NowService Now’s worldwide Customer Excellence team is a global network of Service Now 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 PositionThis role will have responsibility for leading the team that makes every customer in the Canada Major Area 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 Major Area, 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 Canada Major 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 amp;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.

Background and Experience

• 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.
• 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 Canada Major 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