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Services Executive

| Chicago | Hybrid
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ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work we help the modern enterprise operate faster and be more scalable.  We make the world of work, work better for people.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers and partners. We have high expectations and a career at ServiceNow requires continual personal development.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role

The Services Executive is responsible for the opportunity management of both Expert Services and Success Services sales within designated strategic accounts, in coordination with the license sales teams and partners.  Additional responsibilities involve activities to support obtaining the highest levels of services customer satisfaction scores. The Services Executive ensures that all proposals are sized and scoped for successful project delivery.

Each SE is expected to ensure that clients make full use of their ServiceNow investment by driving rollout and deployment plans for the full array of licensed ServiceNow products. These plans should be developed through a strong partnership with the sales organization.

The SE role is responsible for ensuring that each services proposal is structured to allow revenue to be recognized in a predictable and timely fashion and with minimal risk of revenue being withdrawn or reduced versus initial contract expectation. The role will work with the Delivery organization to provide expected revenue performance numbers, versus plan.

Responsibilities:

Sales Support

  • Act as the primary point of contact for the customer with regards to ServiceNow’s Expert and Success Services portfolio
  • Lead engagement negotiation, ensuring legal and operational stakeholder evaluations are performed resulting in acceptable organizational risk taken by ServiceNow
  • Work with the license and solution sales teams to ensure that Expert and Success services are appropriately positioned on all designated accounts. This may be through ServiceNow staff or through partners or a combination of both
  • Ensure that plans are developed such that the full array of licensed product may be deployed not just that which might be needed for a first project
  • After the initial license sale look for other business opportunities within designated accounts which may allow further ServiceNow products to be licensed and keep the sales organization appraised of any such opportunities
  • Drive the client to provide references 
  • Exceed services sales and customer satisfaction KPIs

Project Mobilization Support

  • Ensure successful transition to the Delivery organization through comprehensive briefings and handover
  • Identify business development plans for accounts with low customer satisfaction, low adoption/usage and upgrade requirements

Delivery/Finance Responsibility

  • Ensure that each Expert and or Success services proposal is contracted such that the chances of successful delivery; on time, on budget and delivering the agreed functionality are maximized
  • Ensure that each services proposal is drafted to maximize the chances of the client providing high marks for project satisfaction.
  • Drive service references
  • Ensure that each services contract enables revenue to be recognized in a timely and consistent fashion with minimal risk of detrimental revenue adjustment
  • Provide regular plan versus actual revenue assessments

 KPIs

  • Achievement of quarterly bookings targets on designated accounts
  • Achievement of quarterly services revenue targets on designated accounts
  • Achievement of quarterly Customer Satisfaction targets on designated accounts

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and 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 [email protected] for assistance.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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