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

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

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.

Qualifications

To be successful in this role you have:

• REQUIRED: Extensive technical experience implementing ServiceNow platforms
• 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 prod