Meet Marie: Leading customer support with collaboration

I have worked at ServiceNow for nine and a half years. My story is about why I stay. I stay because over the years, I have worked with the kindest, smartest, people who are passionate about helping customers be successful. I stay because the technology is amazing and when I became familiar with what the platform was capable of, I knew it was special and it was going to change the game. And it has. 

My background is in IT help desk management or what’s called infrastructure management, but I started at ServiceNow in 2011 as a customer success manager in San Diego. Early on, I knew ServiceNow was a game changer because of what I saw customers do with the product. We had a customer that used ServiceNow to build a visual map of their assets and where they were physically located. This was amazing to me. While attending Knowledge 2011 with my team, I got to see the absolute passion and enthusiasm our customers have for our platform. When I later got the chance to join our customer support team, I jumped at it. I love being in support because I talk to technical people and we're talking about the power of the platform—it's so much fun!
 

When a VP told me that an opportunity had opened up on the customer support engineering team, I decided to leave the beaches of San Diego, California behind for the sand of Sydney, Australia, where I grew the customer support team. I had expressed to my manager that I want to be a CIO or an executive and this opportunity in Sydney brought me leadership training as well as international business experience—something a lot of successful leaders that I look up to also have. I was taking more proactive approach to my career and what I wanted to do next, that’s how I came to lead our team.

The global support culture we have across locations is a real strength of the group. We’re building tenure and expertise as we take on some truly challenging work. For those that love to be continually challenged and love learning that technology, you will never be bored. We really do love the customer centric approach, so even though we have processes and procedures in place, there are moments where we need to make judgement to do the right thing for the customer. 

The innovation forum within the engineering organization was created directly from feedback in our Employee Voice Survey. We have developed our support organization to align with engineering leaders to share customer feedback, what's working, and how we can improve the product. This level of collaboration is next to none. I'm always checking in with new hires because I've been here so long, and the most consistent feedback I hear from them is that collaboration is king at ServiceNow. Join our team.

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