Manager, Customer Success

**Company Description**
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

**Job Description** This role is required in the office, 2 days per week in Montreal, Canada.**

**What you get to do in this role**:
Be on the ground and a core part of building a new team in Montreal, Canada. The role of the Manager - Customer Success, Impact Delivery (Americas) is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

Manager - Customer Success, Impact Delivery (Americas) is accountable for managing a team of Technical Consultants that delivers specified technical accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered.

**What you get to do**:

- Hire, coach, and lead a team of Senior and Associate level technical consultants to achieve the ServiceNow business goals and promote a high-performance culture.
- Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
- Build and leverage strategic relationships with our Outsourced Strategic Partners (OSP) and nearby higher education facilities to source future talent.
- For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.
- Be responsible for managing the execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience.
- Facilitates the team’s career and development plans to promote individual growth as well as developing talent for the overall ServiceNow ecosystem
- Holds the team accountable to execute using best practices and tools to deliver value to the Customer
- Provides strategic technical thinking, building, and executing a business plan to meet team objectives.
- Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision-making, and internal and customer alignment.
- Responsible for high customer satisfaction as reflected in Customer Survey scores.
- Promoting continuous improvement practices for accelerators and delivery/engagement materials.
- Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

**Qualifications** To be successful in this role you have**:

- 4+ years progressive experience as part of a professional or managed services organization; or equivalent education/experience.
- 4+ years of technical management experience in delivery within a professional or managed services organization; highly desirable in cloud-based solutions using agile deployment methodology.
- Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a “start-up paced” environment.
- Experience working collaboratively and cross-functionally.
- Preferred experience with 3 or more ServiceNow Products (ITOM, ITAM, ITSM, Platform or Virtual Agent, etc.) ServiceNow and ITIL Certifications are a plus.
- Excellent written and verbal communication skills at the Customer Experience (Cx) level.
- Strong interpersonal skills, customer-centric attitude, and passion for cultural diversity.
- Keen attention to detail and the ability to multitask in a self-managed environment.
- Customer-centric mentality, willing to go the extra mile for the Customer, and will break down all barriers to ensure customer suc