Michael Collins

Major Area Operations Leader @ServiceNow

I partner closely with Major Area VPs and AVPs to help drive performance and deliver on key customer success metrics like GRR, NRR, adoption, and swaps. I thrive on turning data into action—whether that\'s building KPIs, managing scorecards, or spotting trends that uncover opportunities and risks. I also lead key programs to proactively address challenges like downsells, low adoption, and at-risk customers.On the operations side, I manage headcount and budget planning, and support executive leaders with the insights and prep they need for high-impact meetings and business reviews. I love bringing structure and consistency to our rhythm of the business—ensuring every review and leadership touchpoint is thoughtful, focused, and drives us forward.