Platform Success Manager - ServiceNow

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. This critical position oversees a book of clients within our Accelerate Services offerings.  The main responsibilities of the role are to help customers define their ServiceNow strategy and guide the delivery team to achieve expected outcomes. A successful candidate should have the ability to establish and maintain excellent client relationships, ensure that the delivery of services is aligned to clients intended business outcomes, provide leadership and guidance of delivery resources, and maintain engagement profitability.  This is a dynamic role where the skillset requires a strong understanding of the ServiceNow platform and ecosystem. The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include: - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. Use of AI: We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [email protected]. You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview.  Candidates will not be penalized for choosing to opt-out. Responsibilities Interfaces with customer executive sponsor to create their platform roadmap and shape demand for enterprise consumption. Establishes regular cadence with clients to maintain product roadmap and ensure alignment to expected outcomes. Maintain strong relationships and ensure highest level of customer satisfaction. Serve as primary point of contact and escalation point to address client concerns. Play a major role in client kickoff and onboarding process for each new assigned client. Effectively articulate business cases and problem statements to technical delivery teams. Participate in the staffing and recruiting efforts for additional delivery team resources. Day-to-day team resource engagement/direction to ensure continual progress on client projects. Monitor KPIs to ensure team production and client profitability. Maintain in-depth product knowledge of the ServiceNow platform. Participate in industry events as needed. Participate in marketing events as needed. Develop and build relationships with other AHEAD sales, pre-sales, and delivery team members. Identify opportunities to upsell/cross-sell additional CDI products and services. Qualifications 5+ years of ServiceNow experience in overseeing platform deployments and support. 3+ years of experience leading teams in dotted line or direct organizational structure. Strong understanding of the ServiceNow platform capabilities and available integrations. Previous experience as a ServiceNow platform owner a plus. Certified System Administrator and/or Certified Implementation Specialist preferred.

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