Senior Manager, Customer Outcomes Role Excellence Enablement

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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

As an integral member of ServiceNow's Global Enablement Team, the Senior Manager, Customer Outcomes Role Excellence Enablement is responsible for leading and driving the management and continuous improvement of training and enablement for ServiceNow's Global Customer Outcomes. Successful candidates will have an in-depth understanding of solution-selling and a proven track record in driving content design, development, deployment, and delivery.

This role will lead the strategy for designing and delivering the enablement experience for our global services sales and post-sales teams, along with directing their team to deliver programs for their dedicated focuses.

The ideal candidate has extensive experience in cross-organization collaboration and partnership with key stakeholders in enterprise sales, Operations, Marketing, Customers Success, and senior leadership. Creating partnerships and tight alignment with ServiceNow's other global enablement teams is critical to success.

Primary Responsibilities:

· Lead, coach, and provide direction to a Role Excellence Enablement team who creates relevant, meaningful, high-impact enablement materials, programs, and platforms for different personas within the Customer Outcomes organization (services sales, customer success, and expert services)

· Build and invest in strategic relationships within the field and senior leadership.

· Assist with creating the strategic direction and implementing the enablement strategy, framework, methodologies, and support processes.

· Continual optimization of enablement programs aligned with company priorities and the customer lifecycle.

· Drive adoption and build integration of the recommended enablement systems and best practices.

· Develop and deliver role-specific learning paths that meet the needs of the business.

· Partner with Onboarding, Solution Enablement, Leadership development, and other functions to create a complete accreditation program and coaching culture that reinforces selling skills, selling motions, and best practices

· Identify and create tracking on key metrics that indicate the effectiveness and overall engagement.

· Work with stakeholders to prioritize and align enablement needs according to overarching company priorities, market conditions, and gaps.

· Benchmark and assess enablement programs based on feedback, results, and third-party analysis to ensure the most significant business impact.

 

Qualifications

You're an ideal candidate if you thrive in a fast-paced environment, are flexible and comfortable with changing priorities, can distill large amounts of information into simple concepts, and can build effective working relationships cross-functionally.

You will have experience in enterprise-level technology or consulting roles, and deep knowledge of the end-to-end sales lifecycle is essential.

To be successful in this role:

· 4+ years of experience leading a team of direct reports

· 8+ years of related experience with a focus on enterprise software sales and/or enablement

· Understanding of complex pre & post-sales cycles, processes, and sales