Senior Manager, Partner Success Management

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

A Senior Manager in Partner Success is a global role responsible to build and manage a team of Partner Success Managers, whose job it is to help Partners build ServiceNow Practices. This role is at the forefront of delivery quality and has a huge impact upon ServiceNow being able to deliver successful outcomes to our Customers through our Partner ecosystem. The Partner Success Management team is tasked to ensure that ServiceNow has Partners with Practices across the globe giving ServiceNow an ecosystem to support every product in the portfolio.

The Senior Manager will be responsible for three small teams of Partner Success Managers aligned to our Technology Workflow, Employee Workflow and Creator Workflow products. The Senior Manager will work with the Alliances & Channel Ecosystem Geo Leadership to ensure there is suitable coverage, by Partners to support the implementation needs of the regions. Outside of working with our Alliance teams the Senior Manager will interface with our Product Line Leadership teams, Training, Expert Services and Sales teams to support the growth of ServiceNow.

To excel in this role the successful candidate must have a track record in team leadership, mentoring employees, providing guidance and coaching. The candidate must have a background in strategy and planning to create unprecedented value and opportunity for our customers, ServiceNow, and our ecosystem partners.

This is a key and strategic role that requires a balance of strategy and a roll-up your sleeves and 'get it done' attitude. Success requires the execution of a plan to develop and accelerate the growth of our Partner ecosystem to support sales revenues and growth. The role reports to the Global Leader for Partner Success within the Alliances & Channel Ecosystem.

Key Responsibilities:

• Leadership and the development of the Partner Success Management team, ensuring employees receive the guidance, mentoring and support to enable their best careers.
• Develop and execute strategic plans to grow the ecosystem and grow the number of Partner Practices to support ServiceNow’s growth.
• Stakeholder management within ServiceNow, particularly with the Alliances regional teams and Product team leadership.
• Ability to provide insight, reporting and metrics related to partner enablement statistics relevant to the Workflows the team supports.
• Support escalations and provide remediation when delivery impacts our customers. Providing executive updates on all escalations where our Partners are involved.
• Continually improve the Partner Success Management role and the delivery of Partner Success Reviews, providing quality assurance to all deliverables by the team.
• Foster a collaborative environment by facilitating effective communication between teams, other functions and the ecosystem, such as collaborating with Field Readiness, Business Units, and Training Services to influence Services Partner enablement
• Excellent understanding of growing and sustaining businesses in a highly competitive and changing marketplace.
• Support the development of our overall Consulting and Implementation Partner strategy and ensure proper execution and excellent results.
• Abilit