Segment Lead, CEG Financial Services

Staines - UK

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

The Customer Excellence Segment Lead plays a pivotal role in driving customer success and satisfaction across their portfolio of accounts which may include those served by Impact teams (Guided Total Advanced) as well as those with Guided support or no Impact (this is to ensure that all customer receive the necessary level of service and support). This position requires a strategic leader who can navigate complex customer landscapes build strong relationships and foster a culture of collaboration among Customer Success professionals to drive key CEG priorities. The Customer Excellence Segment Lead is responsible for ensuring that their squads are supporting customers to realize the full potential of the ServiceNow platform aligning services (through Expert Services or with Partners) with their business objectives and driving adoption. Across their portfolio they own success growth and retention to drive success and satisfaction. By acting as a trusted advisor the Customer Excellence Segment Lead can support interactions with key strategic accounts to manage escalations mitigate risks and ensure long-term customer retention and satisfaction.

In addition to supporting customer relationships the Customer Excellence Segment Lead manages teams of Customer Success professionals mentoring them to achieve high performance and career growth. This role involves close collaboration with various internal teams including Delivery Partners Success Centers Services Sales and Renewals to ensure seamless execution of customer success initiatives. The Customer Excellence Segment Lead is accountable for overseeing project outcomes resolving escalations and maintaining overall account health all while staying attuned to market trends and best Segments to enhance service delivery.

What are the unique job responsibilities for this role

Team Leadership and Development:

Lead mentor and develop a high-performing team of Customer Success professionals ensuring alignment with career progression goals and fostering a culture of excellence

Drives enablement efforts across the assigned portfolio to ensure teams have the knowledge tools and support needed for success.

Manage team resources & staffing decisions to efficiently deliver success products and optimise customer value

Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best Segments.

Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc.

Internal Collaboration and Customer Leadership:

Ensure alignment and collaboration across Customer Success Delivery Partners Success Centers Services Sales and Renewals teams to orchestrate seamless customer success and project delivery.

First point of escalation with assigned portfolio of accounts overseeing high-impact escalations arising from within team and manage customer feedback ensuring proactive risk mitigation and consistent customer health across accounts.

Exec sponsor with key customer decision makers and leaders for mid-tier customers

Serve as a customer sponsor and escalation point for Guided and Non-Impact customers identified as a renewal risk declining satisfaction or reduced product usage. Proactively coordinate cross-functional action plans to address customer concerns stabilize engagement and drive retention outcomes.

Impact Delivery Oversight:

Conduct regular reviews of customer engagement health utilizing metrics such as NPS and adoption rates.

The Customer Excellence Segment Lead will hold decision rights over:
Staffing and Resource Management
Hiring and Development
Performance Monitoring:

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 nominated Segment or Region
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
Demonstrated success in building a Services Customer Engagement or Partner Engagement function
Proven experience in customer engagement and relationships acting as advisor and key point of contact for key customers.

Qualifications :

To be successful in this role you have:

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 AIs potential impact on the function or industry.

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 nominated Segment or Region
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
Demonstrated success in building a Services Customer Engagement or Partner Engagement function
Proven experience in customer engagement and relationships acting as advisor and key point of contact for key customers.

Desired Skills/Experiences

Broad-based business and technology professional with 15 years of experience leading a large high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales Marketing or Services and Support
10 years of work experience in a leadership position
5 years of work experience in enterprise software within the nominated Segment
5 years in experience in customer success or related role
Experience in driving collaborative partnerships across SIs and Channel partners
Knowledge and experience across the ServiceNow landscape with focus on customer success and services
Can thrive in a demanding fast-paced environment.
Excellent leadership management and interpersonal skills.
High EQ and ability to lead with positive influence.
Ability to build an operating model with tools processes and people to drive a scaled model for customer success.
Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
Ability to work independently and in a strong team environment and to deliver on detail as well as strategy
Passion for technology and innovation
Strong understanding of Cloud / SaaS Computing and the business benefits;
Excellent communication and presentation skills
Analytical and negotiation skills
Strong understanding of business processes and their implementation into enterprise applications
A technical degree or technical pedigree

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Remote Work :

Employment Type :

Full-time