We Lead. We Transform. We Deliver.
Come work with the best of the best! Our people are designers, engineers, technologists, and industry thought leaders, all brought together with a singular focus on solving business challenges that stand in the way of organizational change and progress. Cask is a best-in-class ServiceNow digital transformation partner and we have won numerous industry awards including:
ServiceNow 2020 Global Elite Partner of the Year and 2020 Americas Elite Partner of the Year
Inc. Magazine Best Workplaces 2021 and Inc. 5000 Fastest-Growing Private Companies (five times!)
Consulting Magazine’s Best Small Firms to Work For and Fastest Growing Firms (two times!)
We are all about DIFFERENTIATION ... we are NOT average and we want the world to know it!
Cask is seeking a Practice Area Director for ServiceNow Customer Workflows. The Customer Workflows Practice Area Director is a critical role responsible for developing and delivering business solutions that clients need and love. Cask’s Customer Workflows Practice Area is made up of multiple practices and capabilities organized around Customer/Client business solutions aligned to the ServiceNow Customer Workflows GTM. In this role, you will set the vision for the overall Customer Workflows Practice Area, focusing on Customer Service Management, Field Service Management, and Connected Enterprise business / technical solutions. In addition, you will focus on practice development, clients, and overall practice area management.
What you’ll be doing:
Cask is looking for a business leader that has proven experience in building, growing, and operating a Practice Area, leading Practice / Capability teams, building relationships with ServiceNow Customer Workflow Product leaders, and our clients’ business leaders. Imperative to this role is a passion for cultivating a deep understanding of client Customer Management needs with a focus on maximizing the value clients realize in delivering technology-enabled services leveraging ServiceNow’s Customer Workflow products. You will be responsible for planning, directing, managing, and administering all aspects of service development including client discovery, industry research, service definition, and quality assurance.
You will serve as the face of the Cask Customer Workflows Practice Area to the market and the voice of the customer. You are aware of industry trends and are actively contributing thought leadership and participating in market dialogue, as well as continually applying insights to refine practice offerings. You will also serve as a critical liaison in our ServiceNow partnership to represent Cask’s unique abilities and profile in the market. You will directly lead client conversations and solutioning for strategic clients, as well as coach and mentor project teams executing across our Customer Workflows set of solutions, services, and products.
You will take an active role in collaborating with Marketing, Sales, and the entire Delivery Organization to enable, market, sell, and support your Practice Area. You will also lead the supporting practice delivery teams, including providing oversight on recruiting, staffing, internal training, and performance management. You bring a passion for mentoring others and developing cohesive, high-functioning teams.
Accountabilities:
Develop and execute Customer Workflow Practice Area business plan
Capture client insights and apply them to Practice offerings
Define and maintain the Cask value proposition and differentiators for the Practice Area
Build and execute Practice Area solution and capabilities roadmap
Oversight for agile solution design, development and delivery
Detailed understanding of the ServiceNow Customer Workflows products (Customer Service Management, Field Services, and Connected Operations / IoT) and related business solutions and services
Achievement of Practice Area KPIs (Practice Development, Practice Marketing, Pipeline, Sales / Bookings, Delivery, Employee Retention, CSAT, and Client Retention)
Creation of repeatable proposal content for commonly asked-for services with a keen focus on Cask differentiators
Pipeline growth through marketing and pre-sales involvement
Define best practices and next practices for the Customer Workflows areas
Thought leadership and content creation; represent Cask Customer Workflows to the market and ServiceNow partnership
Actively collaborate with ServiceNow to position Cask effectively with Solution Selling teams
Manage demand to capacity
Advisory consulting for strategic clients
Build executive level relationships with client organizations
Team development and training
Leadership, Management, Accountability (effective leadership + effective management = high levels of accountability)
Recruiting & hiring
Internal practice champion providing all company enablement
What you’ll bring to the table:
To be successful in this role, you have:
A bachelor’s degree in business, management information systems, or equivalent experience. MBA preferred.
10+ years experience in strategic Customer Service Management planning and execution in a leadership role.
Experience in a strategic consulting environment is preferred.
Deep understanding of modern Customer Service leadership challenges, opportunities, and success criteria; understanding of how customer experience intersects with digital transformation
Familiarity with ServiceNow Customer Workflow products, including Customer Service Management, Field Service Management, and Connected Operations.
Awareness of the technology landscape supporting Customer Service capabilities, including IVR, system integrations, ERP, CRM, workflow products, etc.
Demonstrated ability to effectively lead, motivate and manage direct reports as well as lead non-direct reports with influential leadership
Deep experience in all aspects of defining, planning and delivering to customer business value
Demonstrated ability to prioritize team workload and shift attention among changing priorities
Experience with capability/product development, including visioning, road mapping, feature prioritization, and go to market strategy
Executive-level communication and relationship management skills
Commitment to Cask company values
Why Cask?
Cooper [Noun | employee of Cask]. Experienced and reliable artisan who takes pride in providing innovative solutions to common challenges.
Multi-Skilled & High Performing [Adjective | what makes a true Cooper]. Coopers give it their all by exceeding expectations. We must ensure that our deliverables actually solve a customer’s business problem.
Mojo [Noun | our mindset]. Coopers work together to solve complex problems through the joy of innovation, collaboration and personal engagements not common in business today.
Come be a part of the transformation and innovation we deliver. Cask was founded in 2004 by a group of professionals who saw the need to help clients use process and technology in more efficient, cost-effective ways and create business value; today we are a Consulting Magazine "top 10 firm to work for" and are a 4-time Inc 5000 Fastest-growing company. We are recognized in the 2020 Gartner Market Guide for ServiceNow ITSM Consulting, Implementation, and Managed Services.
To learn more about Cask NX, please visit our website at https://www.casknx.com/ and be sure to follow us on LinkedIn, Facebook, and Twitter.
Check out our reviews on Glassdoor!
We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.