Senior Manager Product Adoption and Enablement Lead

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

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

Join a dynamic team driving innovation at the heart of ServiceNow's strategic priorities. This role focuses on aligning product adoption and success with the company's revenue priorities and the commercial viability of Digital Technology innovations.

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

Roles and Responsibilities:

• Strategic Leadership
  • Execute the strategy for Now on Now’s product adoption
  • Alignment with Customer Success, and the company's broader revenue goals and objectives.
  • Lead efforts to identify, prioritize, and implement initiatives that maximize internal adoption of ServiceNow tools, leveraging data and user feedback to drive continuous improvement."
  • Influence the content strategy to align with company priorities
  • Be the champion for the ServiceNow platform
• Collaboration and Stakeholder Management
  • Be “all-in” on Customer Zero: Engage as a fully vested ServiceNow platform and product team member. 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.
  • Collaborate closely with cross-functional teams, including product development, marketing, sales, and operations, to align efforts and ensure a unified approach to market entry and expansion.
• Training and enablement:
  • Develop and implement training programs to enhance user adoption and proficiency.
  • Foster a culture of continuous learning and improvement.
  • Develop forward-looking product learning paths
  • Upskill the speakers cross-functionally
  • Own and drive the skills campaign for Now on Now
• Define and track key performance indicators (KPIs) to measure the effectiveness of go-to-market strategies, product adoption and enablement. Track relevant feature adoption, pipeline influence, and enablement ratio
• Success in this role will be measured by improved product adoption metrics, a stronger alignment between product strategy and revenue goals, and measurable improvements Now on Now relevant feature adoption

Qualifications:

• 12+ years of experience with application development, customer zero enablement, and strategic engagements, preferably 3-5 years + in a SaaS environment
• In-depth knowledge of ServiceNow’s suite of products and platform
• Demonstrated success in developing and executing strategies that have driven product adoption
• Strong experience building and driving skills enablement programs
• Organizational Change Management (OCM) experience is a must
• Strong understanding of collaboration and productivity best practices.
• Strategic thinker with the ability to align initiatives with business objectives.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively
• with cross-functional teams.
• Demonstrate the ability to think strategically and identify opportunities to continuously innovate
• 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 able to work cross-functionally
• Self-starter and quick learner with the ability to operate with little guidance
• Certifications related to ServiceNow products are a plus

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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!

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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