Why is ServiceNow Expert Services a great place to work? Satisfied customers.

[kirni]

Let me introduce myself. I'm Kirni Munohur, and I'm a Principal Engagement Manager with ServiceNow Expert Services in Australia. I've been with ServiceNow for about seven years. Today, I want to talk about what I do and explain why my job is so great. 

First, a little bit about Expert Services (in case you haven't heard about us). We're a professional services team that works with customers to successfully implement and roll out ServiceNow solutions. As a team, we've completed thousands of customer projects, so we've got a lot of experience helping customers get the most out of ServiceNow. 

What does an Engagement Manager do? When I'm asked, I say it's like being a project manager on steroids. I get to do all of the wonderful things that come with project management, but my bigger mission is to make sure that the engagement is going really well—that we're working with the right people in the customer's organization, understand what they want to accomplish, and have all of our people aligned on achieving the customer's goals. I get to work with a fantastic set of teammates to make that happen. 

Why do I love what I do? It's because our entire team is absolutely driven to deliver customer success. That's one of the many reasons I really enjoy working with my teammates. For every one of us, there's no better feeling than completing a project, seeing the results, and knowing the customer is really satisfied. In fact, satisfaction is so important to us that we do a customer survey at the end of each project to make sure we've got it right. In my seven years at ServiceNow, I'm proud to say I've never been involved in a failed project, which says a lot about our team's commitment and skills. 

The other thing that motivates us—and me personally—is that we know we're making a difference. At ServiceNow, we say we make the world work better for everyone, and it's true. When we complete a project, we know we've made things better for our customer, for our customer's employees, and for our customer's customers. And sometimes, we make a difference for society as a whole. A couple of years ago, I worked on a project to deliver Covid19-related services to the Australian public. There was huge pressure and visibility, but the knowledge that we were directly impacting people's day-to-day lives kept us going full steam ahead. The project was a huge success and won awards, which gave us all a deep sense of accomplishment. 

So why does ServiceNow Expert Services have such a good record of delivering customer success? I've thought a lot about that, and there are several reasons in my opinion: 

• First, customer success is central to our culture at ServiceNow. We want our customers to succeed, and it's also critical to our success as a product company. When a customer is successful, it opens up new opportunities for us and for our customer. ServiceNow invests in our team by bringing hugely talented people on board and making sure we've got the latest and greatest knowledge through training and direct interaction with our product teams. 
• Second is our methodology. As I said, we've completed thousands of customer projects, and we've distilled everything we've learned into our methodology. When I start a new project, I've already got the proven tools to deliver the right outcomes, and I can provide prescriptive guidance based on what works and what doesn't. That's not to say we do cookie-cutter projects—every customer is unique—but our methodology gives us a solid foundation for success. 
• Third, we know that success isn't just about delivering on time and on budget, although that's incredibly important. To really help a customer succeed, you have to get into their shoes, build relationships, and be empathetic. You need to listen first and then use your experience to provide insights that help them solve complex business problems. I'm reminded of a perfect example—one customer that was struggling to get executive support for their internally-developed testing strategy. I put together a package to help them explain the strategy and how it was aligned with what we do at ServiceNow. That knocked down a real barrier for them. 

• Finally, we're a team, but we're also individuals with our own experiences and strengths. ServiceNow encourages us to bring these experiences and strengths to our customers, rather than sticking to a standard script. In my own case, I had both a strong technical and project management background before coming to ServiceNow, so I'm able to make good use of that. And I'm also known for having a calm demeanor, so ServiceNow often puts me on projects that need a cool head. And it's the same for everyone in the team—ServiceNow makes sure that we can each leverage our unique capabilities. 

Here's the bottom line. I'm part of a fantastic team, working with talented people who are driven to deliver customer success. That's kept me getting up every morning for the last seven years, and I'm still excited about the future. That's why I work at ServiceNow.