VP of Implementation and Support

Tenon is the leader in enterprise marketing workflows. Built on ServiceNow, Tenon provides a single solution for marketing teams to execute campaigns, projects, and marketing work with speed and at scale.

Designed by marketers for marketers, Tenon delivers marketing solutions within a single enterprise platform already used by IT, HR, Finance, and Customer Service, enabling organizations to collaborate, execute, and scale like never before.

The VP of Implementation & Support is a hands-on executive role responsible for both owning and personally leading customer implementations, while building and scaling Tenon’s implementation and support capabilities. This role serves as the primary delivery authority for all customer engagements and ensures consistent, high-quality outcomes across Tenon’s customer base.

• Personally lead and remain directly involved in all customer implementations, serving as the primary delivery authority from discovery through go-live and early operational stability.
• Own and lead Tenon’s Implementation & Support organization, including hiring, onboarding, mentoring, and performance management of implementation and support resources.
• Define and execute Tenon’s implementation and support strategy, balancing hands-on delivery with scalable processes that support enterprise growth.
• Conduct and lead customer discovery sessions, translating business requirements into technically sound, scalable ServiceNow solutions aligned with Tenon product standards.
• Architect, configure, and oversee complex ServiceNow implementations, including workflows, integrations, data migrations, and customizations.
• Establish and continuously refine implementation methodologies, delivery playbooks, templates, and support processes to standardize delivery and accelerate time-to-value.
• Serve as the executive escalation point for all implementation and support issues, owning resolution and customer communication.
• Own customer support operations, including ticket management, escalation paths, SLAs, and root cause analysis, while actively participating in complex support cases when needed.
• Partner closely with Product, Engineering, QA, and Sales to ensure delivery readiness, clear handoffs, and continuous feedback loops.
• Provide ongoing architectural guidance and quality assurance across all implementations to ensure consistency, performance, and platform integrity.
• Contribute to pre-sales activities as needed, including technical discovery, solution demonstrations, and implementation scoping, while Sales retains ownership of commercial expansion and upsell.
• Stay current with ServiceNow platform capabilities and releases, incorporating new features and best practices into delivery approaches.

• 10+ years of experience in enterprise software implementation, consulting, or technical delivery roles.
• 5+ years of hands-on experience implementing ServiceNow solutions in enterprise environments.
• Demonstrated experience personally leading complex implementations, not just overseeing delivery teams.
• Strong technical depth in the ServiceNow platform, including platform architecture, scripting (JavaScript, GlideRecord, Business Rules, Client Scripts), Flow Designer, and Integration Hub.
• Proven ability to balance hands-on execution with team leadership in a high-growth environment.
• Experience with integrations, data migrations, and enterprise system connectivity.
• Strong discovery, planning, and customer-facing skills, with the ability to translate business needs into working solutions.
• Excellent communication skills with the ability to engage effectively with both technical teams and executive customer stakeholders.
• Operational mindset with a proactive approach to risk identification, issue resolution, and continuous improvement.
• Experience working within Agile or iterative delivery models.
• ServiceNow certifications preferred: CSA required; CIS and/or CAD strongly preferred.

• 175k - 200k annual salary based on experience

• Aim Higher: If something we’re working on seems out of reach, it means we are on the right track. Our commitment to and belief in each other allow us to blow away our personal and professional goals.
• Humble + Hungry: If someone needs our help, we will be there for them. No one is above any task and we do what is needed regardless of our title or role in the company. Together we drive for results as one team.
• Total Alignment: We make sure everyone is on the same page by aligning, working towards the same goal, and achieving higher results. We operate in a culture of radical candor and open lines of communication across the business. We have crucial conversations to address any challenges.
• Customer Obsessed: We work to serve and follow through on our commitments. By serving our internal and external customers, we reach our goals as a team.
• Beginner’s Mind: We look at problems with an open mind and no preconceived solutions. We create breakthroughs by finding new innovative ways of operating and solving problems.

Tenon is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.