Senior Manager, Partner Renewals Operations

Company Description

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.

Job Description

We are looking for a seasoned Senior Manager to establish and manage a new Partner Renewals Operations team in support of our ServiceNow Store. This role is critical to help our Partners manage the on-time renewal of their customer subscriptions for apps that they sell on the ServiceNow Store.

What you get to do in this role:

• Establish a team of 2-3 individuals to work with Store partners to understand and track status of their upcoming renewals and assist them with any questions or impediments on the renewals process, working with Sales Operations as needed
• Build and own the end-to-end process / reports/ dashboards for Store renewals monthly and QE forecasting
• Provide regular and ad-hoc intelligence for renewals insights into business drivers, performance-to-targets and areas of risks
• Establish and drive efficient and effective operational processes for your team
• Establish and communicate Store renewals policies, process, and best practices for our Store partner community
• Lead system and operational gap analysis to improve the Store partner renewal experience and on-time renewal rates and own working cross-functionally to drive resolution
• Work with Store Partner and Sales Operations to monitor and manage system and data hygiene on Store renewals to ensure accuracy and completeness
• Manage duties as required to drive accurate and frictionless close of business; month and quarter-end responsibilities

Qualifications

Our ideal candidate: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Proven leadership experience, managing a small but nimble and productive team
• Experience in designing, implementing, and scaling processes and policies for renewal functions, preferably for a Partner Store Go-to Market model
• Proven experience establishing a new function, team, processes and reporting from scratch
• Experience interfacing directly with Partners
• Experience working with executive and sales leadership
• Superb data analysis and reporting skills via Excel and visualization tools such as Tableau and Power BI
• Excellent written and verbal communication skills, with strong ability to develop simple and effective messages and influence outcomes
• Advanced decision-making skills, including the ability to be proactive and drive change
• Deep understanding of subscription-based SaaS licensing models, renewal workflows, and entitlement structures
• Proficiency in CRM tools, Microsoft Dynamics a plus
• Exceptional organizational skills and strong attention detail
• Ability to work in a fast paced environment and manage multiple priorities
• Team player with positive “can do” attitude

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 $137,500 - $240,700, 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or requir