Customer Excellence Area Lead - MEA

We are seeking a Customer Excellence Area Lead to ensure the success, growth, and retention of customers within their assigned region. The successful candidate will lead and develop a team of Customer Success professionals to maximize customer value realization, drive adoption, and support risk mitigation.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Background and experience in building and growing a world-class organization through talent acquisition, onboarding, and retention
• Proven market experience for the nominated Area 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
• 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
• 10+ years of work experience in a leadership position
• 5+ years of work experience in enterprise software within the nominated Major Area / Market
• 5+ years in experience in customer success or related role
• Experience in driving collaborative partnerships across SI’s and Channel partners
• Knowledge and experience across the ServiceNow landscape, with focus on customer success and services
• Ability to 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 in English and Arabic
• Analytical and negotiation skills
• Strong understanding of business processes and their implementation into enterprise applications
• A technical degree or technical pedigree

Benefits

• Equal Opportunity Employer
• Accommodations available for candidates with disabilities
• Export Control Regulations compliance required