• Lead, coach, and develop the data and analytics team, including engineering, analytics, and program management talent • Own hiring, performance management, career development, and workload prioritization for the team • Operate as the designated successor to the Head of Product & Innovation, progressively assuming ownership of the function, its roadmap, its budget inputs, and its client-facing relationships • Represent the team to senior JLL leadership, Operations Directors, and client stakeholders, translating between operational reality and technical capability • Own the product roadmap for internal tooling across the RME account, balancing operations, safety, HR/recruiting, and analytics demand against engineering capacity • Identify high-value automation and AI opportunities by working directly with field leadership, and convert them into scoped, funded, measurable products • Drive adoption and change management across approximately 147 sites—shipping the tool is half the job; getting the field to use it is the other half • Architect and deliver AI-driven applications: LLM-based workflows, retrieval-augmented generation (RAG) assistants, chat-based agents, and automated document and work order analysis • Design, deploy, and scale secure, cost-efficient cloud solutions on AWS to support account-wide applications

• Work directly with merchants and PSP partners to guide them through the full integration lifecycle, from solution design and API integration to testing, go-live, and post-launch support. • Lead technical discussions with merchant product and engineering teams to design optimal integration approaches using Binance payment solutions. • Act as the primary liaison between merchants, product managers, and engineering teams to ensure smooth communication and efficient problem solving. • Provide hands-on support during merchant integrations, helping troubleshoot technical issues and ensuring a high integration success rate. • Educate merchants on integration best practices, API usage, and optimal payment flows for both web and mobile environments. • Support merchants in designing effective checkout experiences and payment UI/UX to improve end-user conversion and payment success rates. • Conduct integration testing with merchants and internal teams to validate payment flows and ensure readiness for launch. • Analyze merchant feedback, performance data, and market trends to identify opportunities to improve Binance payment products and integration tools. • Collaborate with product teams to close functionality gaps and propose enhancements that improve merchant integration experience. • Engage with merchants regularly to understand their needs, gather insights, and help optimize their payment integration over time.

Role Description What you get to do in this role: - Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs. - Develop a deep understanding on customer use cases and success outcomes. - Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services. - Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues. - Build a strong base of referenceable customers and contacts within your assigned portfolio. - Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary. - Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts. - Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle. - Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly. - Ensure ongoing adoption by the customers of the continuously innovating within our products. - Act as the liaison between Product Management and our Customers with a focus on feature collaboration. - Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU. Qualifications - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - 13+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager. - Strong Telecom domain and industry knowledge and familiarity with industry standards such as TM Forum, MEF etc. - Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies. - Fanatical about customer success and tenacious at driving long-term customer value. - Highly data-driven with commitment to drive customer engagement towards business outcome and value realization. - Excellent verbal and written communication skills, including the ability to chair sessions and host webinars. - Must be able to travel up to 25% annually. Additional Information - Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. - Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. - Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. - Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.

• Take defined initiatives and own them through execution and delivery. • Learn each product's domain quickly and work directly with customers and business stakeholders to capture the context behind clear requirements. • Define the MVP for each initiative: scope the smallest release that delivers real value, and sequence what comes next. • Translate requirements into user stories, acceptance criteria, process flows, and development specs. • Build full, high-fidelity prototypes that look and behave like the real product to align delivery teams and stakeholders. • Lead the day-to-day delivery rhythm with developers and keep stakeholders updated on progress, blockers, and risks. • Build, prioritize, and maintain sprint-ready backlogs, and support testing, demos, and defect tracking.