Sr. Dir., Now on Now Product Management and Platform Adoption

What you get to do in this role

This role is an integral part of Now on Now’s Product Adoption and Customer Success strategy. You will drive strategic, company-wide, highly visible partnerships with Digital Technology, Product, Engineering and Customer Outcomes orgs, driving high product maturity and customer success engagements for all Now on Now efforts.

Primary focus on this role is to align product adoption and success with revenue priorities of the company, and commercial viability of Digital Technology innovations. The role is expected drive the portfolio of Now on Now engagements end to end – including strategic conversations with senior leaders and execs including C-suite, stakeholder management, resolution of complex cross functional product/platform adoption issues, driving GM product feedback loop, enabling speaker and Customer Success partners and proactively removing roadblocks, paving the way for new avenues of revenue influence, and handling competing priorities in a highly fast-paced and fast-growing environment.

We are looking for a highly experienced, strategic thinker, visionary and influential global leader with a deep understanding of ServiceNow's products and a passion for leveraging ServiceNow product and platform to enhance collaboration and productivity. You will be driving strategy, roadmaps, planning and flawless delivery of revenue impact.

Roles and Responsibilities

• Strategy and Vision: Develop and lead the strategy for Now on Now’s product adoption and alignment with Customer Success, in alignment with the company's broader revenue goals and objectives. Create a roadmap for optimizing the adoption of ServiceNow's tools internally.
• ·“All-in” on Customer Zero: Engage as a fully vested member of ServiceNow’s platform and product leadership team. When working cross-functionally, represent ServiceNow’s best interests while building strong relationships across multiple stakeholder groups, serving as an ambassador of our product within the company, and driving customer success through our Now on Now program.
• Product management and adoption: Oversee the effective product management and design of high visibility portfolio of executive product lines. Oversee adoption and maturity of our products, and platform, across various functions across the company. Facilitate feedback with product teams to ensure products are leveraged to their full potential to streamline processes and enhance productivity.
• Speaker training and enablement: Develop and implement training programs to enhance user adoption and proficiency. Foster a culture of continuous learning and improvement.
• Customer Engagements: Have peer to peer practitioner discussions about our authentic customer 0 journey, at Executive briefing or marketing events with customers
• Cross-Functional Leadership: Collaborate closely with cross-functional teams, including Digital Tech, product development, engineering, customer success and operations, to align efforts and ensure a unified approach to product adoption.
• Budget Management: Manage and allocate budget resources effectively to support high product maturity and adoption.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure the effectiveness of product adoption strategies and make data-driven adjustments as necessary.
• Team Leadership: Build and lead a high-performing team, providing guidance, mentorship, and professional development opportunities to team members.

To be successful in this role you have:

• Servicenow certifications (CMA, CTA, CIS or other relevant certifications) are required.
• In-depth technnical knowledge of ServiceNow’s suite of products and platform is mandatory.
• Global leader with 10+ years in a people leadership position.
• Proven experience (8+ years) in senior leadership roles requiring in-depth knowledge of company’s products/platform.
• Demonstrated success in developing and executing strategies that have driven product adoption.
• Strong understanding of collaboration and productivity best practices.
• Strategic thinker with the ability to align Now on Now initiatives with business objectives.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• A track record of effective budget management and resource allocation.
• Demonstrate ability to think strategically and identify opportunities to continuously innovate
• Experience in leading dynamic teams in high growth environment
• Excellent communication & stakeholder management ability, Excellent negotiation and persuasion skills, and experience interacting with both business and technology individuals at all levels including the C suite
• Highly self-motivated, results driven, team oriented, and ability to work cross-functionally
• Self-starter and quick learner with an ability to operate independently
• Bachelor’s or Masters/MBA degree in a relevant field (Engineering or Computer Science)
• JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $237,800 - $416,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

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 [email protected] 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. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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