Avp, Canada Major Area Lead

**Company Description**
Tout a commencé sous le soleil de San Diego, en Californie, en 2004, lorsqu’un ingénieur visionnaire, Fred Luddy, a vu le potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8 100 clients, dont 85% des entreprises du Fortune 500®. Notre plateforme intelligente basée sur le nuage connecte de manière transparente les personnes, les systèmes et les processus pour permettre aux organisations de trouver des méthodes de travail plus intelligentes, plus rapides et meilleures. Mais ce n’est que le début de notre voyage. Joignez-vous à nous dans la poursuite de notre objectif de rendre le monde meilleur pour tous.

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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** About Customer Excellence Group at Service Now**

Service 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 Position**

This 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&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**
- 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 enviro