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AI-Powered Service Excellence Leader
2 weeks ago
Delivery and Service Manager
About the Role:
The ideal candidate will oversee learner targets and development of assigned regions or verticals by collaborating with local account teams and their leaders to promote the service platform, content, and overall learning supply chain. This involves driving SNU training services and achieving booking goals through various strategies such as overseeing learner journey adoption metrics, regional sales attainment, and demonstrable growth of SN Certified/Credentialled individuals within allocated regional/accounts ecosystem.
Key Responsibilities:
Establish SNU presence within assigned regions by attending account team meetings, QBRs, and other events. Strategize with regional sales leadership about marquee customer solutions and outline key account training strategies and action plans to ensure successful learning outcomes. Develop and deliver formal training consultations for select Service Now accounts in collaboration with customer success squads to assist customers in maximizing their training investments. Provide monitoring training adoption plans based on customer requirements and introduce new or expanded offerings.
Required Skills and Qualifications:
Prior experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. Knowledge and hands-on experience selling and implementing Service Now training solutions or similar preferred. 5 years minimum account management, sales, or solution consultant experience at an enterprise level. Current Certified System Administrator (CSA) or other Service Now certifications preferred. Consultative sales expertise, with a proven ability to align platform capabilities with client challenges to drive measurable business outcomes with a commitment to professional development and becoming an SNU expert in the field. Exceptional communication and presentation skills, with experience engaging with C-level decision-makers across industries. Experience in Change Management or training program management at an Enterprise level. Proven experience effectively developing learning proposals/strategies for Enterprise-level organizations. Strong working knowledge of MS Office applications, especially Microsoft Power Point and Excel, with demonstrated ability to create customer-facing proposals. A proven ability to consolidate and interpret technical information and translate it in a meaningful way for key stakeholders. Experience incorporating analysis and reporting into programs. Strong executive presence and presentation skills at an Enterprise level. A focus on succeeding as a team and a customer-first mindset.
Benefits:
This senior consultant role will maintain strong relationships with Product Management and other departments within GLD, leading assigned projects with internal GTM teams to develop scalable strategies that impact the overall execution of services. Travel up to 10-15% worldwide per year for occasional conferences & events. Work personas approach our distributed world of work with flexibility and trust. Work is categorized depending on the nature of work and assigned work location. Our company stands as a global market leader bringing innovative AI-enhanced technology to over 8,100 customers including 85% of the Fortune 500.
