ServiceNow

Customer Excellence Solutions Director

ServiceNow
Chicago, IL, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Welcome to ServiceNow! We are a global company dedicated to transforming the way businesses operate through our cutting-edge digital workflows. We are seeking a highly skilled and innovative individual to join our team as the Customer Excellence Solutions Director. In this role, you will be responsible for leading our customer excellence solutions team in creating and implementing strategies to enhance our customers' experience. Our ideal candidate is someone with a strong background in customer service and a passion for driving customer success. If you are a proactive problem-solver with excellent communication and leadership skills, we encourage you to apply for this exciting opportunity.

  1. Develop and implement strategies to enhance customer experience and satisfaction.
  2. Lead and manage the customer excellence solutions team to ensure exceptional service delivery.
  3. Collaborate with cross-functional teams to identify and address customer needs and pain points.
  4. Monitor customer feedback and data to identify areas for improvement and develop action plans.
  5. Develop and maintain strong relationships with key customers to understand their business and needs.
  6. Analyze customer trends and behaviors to identify opportunities for upselling and cross-selling.
  7. Train and mentor team members to ensure a high level of customer service and satisfaction.
  8. Stay up-to-date with industry trends and best practices in customer service to continuously improve processes.
  9. Develop and manage budgets for customer excellence solutions team.
  10. Communicate and present key insights and recommendations to senior management.
  11. Collaborate with other departments to ensure a seamless and consistent customer experience.
  12. Identify and implement new technologies or tools to improve customer experience.
  13. Troubleshoot complex customer issues and provide prompt resolution.
  14. Develop and maintain customer excellence metrics to track team performance and identify areas for improvement.
  15. Represent the company and promote its values and culture to customers.
Where is this job?
This job is located at Chicago, IL, USA
Job Qualifications

  • Extensive Experience In Customer Service: The Ideal Candidate Should Have A Minimum Of 8-10 Years Of Experience In Customer Service And Support, With A Proven Track Record Of Delivering Exceptional Customer Experiences.

  • In-Depth Knowledge Of Servicenow Platform: The Candidate Should Have A Strong Understanding Of The Servicenow Platform And Its Various Modules, Including Customer Service Management (Csm) And Field Service Management (Fsm).

  • Leadership And Management Skills: The Role Of A Customer Excellence Solutions Director Requires Strong Leadership And Management Skills To Oversee A Team Of Customer Service Professionals. The Candidate Should Have A Demonstrated Ability To Motivate And Lead Teams Towards Achieving Business Goals.

  • Strategic Thinking And Problem-Solving Abilities: The Candidate Should Possess Strong Strategic Thinking Skills And Be Able To Identify Customer Service Challenges And Develop Effective Solutions To Improve Customer Satisfaction.

  • Excellent Communication And Interpersonal Skills: The Customer Excellence Solutions Director Will Be Responsible For Building And Maintaining Relationships With Clients, As Well As Collaborating With Internal Teams. Strong Communication And Interpersonal Skills Are Essential For This Role.

Required Skills

  • Process Improvement

  • Strategic Planning

  • Project Management

  • Data Analysis

  • Communication

  • Team Management

  • Leadership

  • customer service

  • Relationship Management

  • Training and Development

  • Problem-Solving

  • Technical Proficiency

Soft Skills

  • Communication

  • Conflict Resolution

  • Leadership

  • Time management

  • Critical thinking

  • Teamwork

  • Active Listening

  • Adaptability

  • Problem-Solving

  • Empathy

Compensation

According to JobzMall, the average salary range for a Customer Excellence Solutions Director in Chicago, IL, USA is between $160,000 and $220,000 per year. However, this can vary depending on factors such as the company, industry, and level of experience. Additionally, bonuses, commissions, and other forms of compensation may also impact the overall salary for this position.

Additional Information
ServiceNow is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedFebruary 27th, 2025
Apply BeforeJune 9th, 2026
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About ServiceNow

ServiceNow is a Santa Clara, California-based software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

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