Director of Customer Workflows Practices

  • location: San Diego, CA (remote)
  • type: Permanent
  • salary: $165,000 - $175,000 per year

job description

Director of Customer Workflows Practices

job summary:
Our client is seeking a Practice Area Director for ServiceNow Customer Workflows. The Customer Workflows Practice Area Director is a critical role responsible for developing and delivering business solutions that clients need and love. Our client's Customer Workflows Practice Area is made up of multiple practices and capabilities organized around Customer/Client business solutions aligned to the ServiceNow Customer Workflows GTM. In this role, you will set the vision for the overall Customer Workflows Practice Area, focusing on Customer Service Management, Field Service Management, and Connected Enterprise business / technical solutions. In addition, you will focus on practice development, clients, and overall practice area management.

What you'll be doing:

Our client is looking for a business leader that has proven experience in building, growing, and operating a Practice Area, leading Practice / Capability teams, building relationships with ServiceNow Customer Workflow Product leaders, and our clients' business leaders. Imperative to this role is a passion for cultivating a deep understanding of client Customer Management needs with a focus on maximizing the value clients realize in delivering technology-enabled services leveraging ServiceNow's Customer Workflow products. You will be responsible for planning, directing, managing, and administering all aspects of service development including client discovery, industry research, service definition, and quality assurance.

You will serve as the face of the Our client Customer Workflows Practice Area to the market and the voice of the customer. You are aware of industry trends and are actively contributing thought leadership and participating in market dialogue, as well as continually applying insights to refine practice offerings. You will also serve as a critical liaison in our ServiceNow partnership to represent Our client's unique abilities and profile in the market. You will directly lead client conversations and solutioning for strategic clients, as well as coach and mentor project teams executing across our Customer Workflows set of solutions, services, and products.

You will take an active role in collaborating with Marketing, Sales, and the entire Delivery Organization to enable, market, sell, and support your Practice Area. You will also lead the supporting practice delivery teams, including providing oversight on recruiting, staffing, internal training, and performance management. You bring a passion for mentoring others and developing cohesive, high-functioning teams.



Accountabilities:

  • Develop and execute Customer Workflow Practice Area business plan
  • Capture client insights and apply them to Practice offerings
  • Define and maintain the Our client value proposition and differentiators for the Practice Area
  • Build and execute Practice Area solution and capabilities roadmap
  • Oversight for agile solution design, development and delivery
  • Detailed understanding of the ServiceNow Customer Workflows products (Customer Service Management, Field Services, and Connected Operations / IoT) and related business solutions and services
  • Achievement of Practice Area KPIs (Practice Development, Practice Marketing, Pipeline, Sales / Bookings, Delivery, Employee Retention, CSAT, and Client Retention)
  • Creation of repeatable proposal content for commonly asked-for services with a keen focus on Our client differentiators
  • Pipeline growth through marketing and pre-sales involvement
  • Define best practices and next practices for the Customer Workflows areas
  • Thought leadership and content creation; represent Our client Customer Workflows to the market and ServiceNow partnership
  • Actively collaborate with ServiceNow to position Our client effectively with Solution Selling teams
  • Manage demand to capacity
  • Advisory consulting for strategic clients
  • Build executive level relationships with client organizations
  • Team development and training
  • Leadership, Management, Accountability (effective leadership + effective management = high levels of accountability)
  • Recruiting & hiring
  • Internal practice champion providing all company enablement
What you'll bring to the table:

To be successful in this role, you have:

  • A bachelor's degree in business, management information systems, or equivalent experience. MBA preferred.
  • 10+ years experience in strategic Customer Service Management planning and execution in a leadership role.
  • Experience in a strategic consulting environment is preferred.
  • Deep understanding of modern Customer Service leadership challenges, opportunities, and success criteria; understanding of how customer experience intersects with digital transformation
  • Familiarity with ServiceNow Customer Workflow products, including Customer Service Management, Field Service Management, and Connected Operations.
  • Awareness of the technology landscape supporting Customer Service capabilities, including IVR, system integrations, ERP, CRM, workflow products, etc.
  • Demonstrated ability to effectively lead, motivate and manage direct reports as well as lead non-direct reports with influential leadership
  • Deep experience in all aspects of defining, planning and delivering to customer business value
  • Demonstrated ability to prioritize team workload and shift attention among changing priorities
  • Experience with capability/product development, including visioning, road mapping, feature prioritization, and go to market strategy
  • Executive-level communication and relationship management skills
  • Commitment to Our client company values
 
location: SAN DIEGO, California
job type: Permanent
salary: $165,000 - 175,000 per year
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
Accountabilities:

  • Develop and execute Customer Workflow Practice Area business plan
  • Capture client insights and apply them to Practice offerings
  • Define and maintain the Our client value proposition and differentiators for the Practice Area
  • Build and execute Practice Area solution and capabilities roadmap
  • Oversight for agile solution design, development and delivery
  • Detailed understanding of the ServiceNow Customer Workflows products (Customer Service Management, Field Services, and Connected Operations / IoT) and related business solutions and services
  • Achievement of Practice Area KPIs (Practice Development, Practice Marketing, Pipeline, Sales / Bookings, Delivery, Employee Retention, CSAT, and Client Retention)
  • Creation of repeatable proposal content for commonly asked-for services with a keen focus on Our client differentiators
  • Pipeline growth through marketing and pre-sales involvement
  • Define best practices and next practices for the Customer Workflows areas
  • Thought leadership and content creation; represent Our client Customer Workflows to the market and ServiceNow partnership
  • Actively collaborate with ServiceNow to position Our client effectively with Solution Selling teams
  • Manage demand to capacity
  • Advisory consulting for strategic clients
  • Build executive level relationships with client organizations
  • Team development and training
  • Leadership, Management, Accountability (effective leadership + effective management = high levels of accountability)
  • Recruiting & hiring
  • Internal practice champion providing all company enablement
 
qualifications:
  • Experience level: Director
  • Minimum 10 years of experience
  • Education: Bachelors (required)
 
skills:
  • ServiceNow (5 years of experience is required)
  • Customer Relationship (10 years of experience is required)
  • Consulting (5 years of experience is preferred)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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