Practice Director, Customer Service Management
Crossfuze, United States

• Developing and managing the Customer Service Management (CSM) practice to make a significant contribution to Crossfuze’s growth
• Communicating the Customer Service Management (CSM) practice’s capabilities and value within Crossfuze and to key stakeholders at ServiceNow
• Developing appropriate practice offerings supported by suitable collateral to enable successful sales of the practice’s services
• Collaborating with the Crossfuze Advisory practice to develop complementary go-to-market strategies that effectively leverage the strengths of both practices
• Developing tools such as estimating templates, Statement of Work templates, etc. that support the sale of the practice’s services
• Working with Delivery and HR to develop the skills and capabilities needed by the practice, both through training of existing Crossfuze resources and hiring new resources
• Managing the necessary certifications and deployments to ensure continued Product Line Achievement (PLA) status with ServiceNow
• Anticipating market demand to support Delivery’s management of required staffing levels
• Serving in a senior, billable capacity on select Customer Service Management (CSM) engagements where appropriate
• Serving as an escalation point for issues relating to Customer Service Management (CSM) engagements where appropriate, and ensuring high levels of customer satisfaction are maintained
• Support Marketing activities related to Customer Service Management (CSM) including producing blog content, tradeshow participation, user groups participation, webinars and delivering presentations
• Maintain deep, comprehensive knowledge of ServiceNow's CSM capabilities and constraints

Requirements

• Bachelors degree or equivalent technical / business qualification through experience
• Minimum of 5 years of deep functional and technical knowledge of ServiceNow configuration and implementation
• Strong technical capabilities to envision and architect complex software solutions within the ServiceNow platform

Preferred Experience

• ServiceNow CSM Professional and Field Service Management certifications
• ITIL v3 or 2011 Certification, a plus
• Experience with other CRM tools including but not limited to: Salesforce.com, SAP, Oracle, Microsoft Dynamics
• Experience with other ITSM tools including but not limited to: BMC Remedy, Cherwell, CA Service Desk, HP Service Manager

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

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