NPI Governance Lead, Customer Success Organization

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

The Customer Success Organization (CSO) NPI Governance Lead will join our CSO NPI operations team.

This highly cross-functional role will collaborate with various teams across the organization to ensure that our CSO teams are ready for product launches. The work involves collaboration with teams such as the company wide NPI team, product teams and associated Go-to-market teams, Impact delivery, Product Success, Customer Outcomes, Training and Learning teams as well our Global Partnership & Channels organization to mention a few.

An ideal candidate enjoys working in a high paced environment and will have outstanding project/program management skills, great communication skills, a collaborative nature and a “let’s get it done” attitude. Additionally, the ideal candidate is passionate about customer success and outcomes.

What You Get To Do In This Role

Develop a deep understanding of our company wide NPI process and help with CSO readiness for the introduction of new products and updated products in the marketManage monthly business reviews for NPI workstreams, tracking readiness, risks and mitigations related to CSO across all productsPrepare and provide status reports in support of quarterly executive readiness reviews/scorecard reviewsDrive executive alignment between CSO, GPC, Customer Outcomes and Training and Learning organizationsDrive and execute integrated NPI/product GTM planning between products BUs and CSO teamsManage escalations from go-to-market teamsProvide regular status reports, drive awareness and communication related to the NPI process to CSO stakeholdersMaintain and govern the CSO NPI process documentationDrive and promote continuous improvement for NPI workstreamsBuild cross-functional global relationships

Qualifications

Experience managing multiple in-flight projectsProcess oriented and excellent organizational skillsOutstanding track-record of delivering resultsPeople centric and value-oriented mindsetStrategic planning and analysisAbility to synthesize and simplifyThought leader and innovative thinkerActive listening skills to ensure feedback identifies area of improvementAmple experience building presentations and working in ExcelExperience with professional services or customer success organizationsIdeally, experience with ServiceNow or similar platforms/productsExperience with New Product Introduction is a plus

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Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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