Services Executive

| Chicago
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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structured to allow revenue to be recognized in a predictable and timely fashion and with minimal risk of revenue being withdrawn or reduced versus initial contract expectation.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
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

When I walk into a room, I don't feel different than any of my colleagues there. I’m free to express my opinions. Whatever I bring to the table, I'm free put it out there.

Ashita

Senior Application Developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project Manager

How has your career grown since starting at the company?

When a VP told me that an opportunity had opened up on the customer support engineering team, I decided to leave the beaches of San Diego, California behind. I had expressed to my manager that I want to be a CIO or an executive and this opportunity brought me leadership training as well as international business experience.

Marie

Senior Director, Technical Support Management

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief Product Officer

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work. Everybody wants to be here. Everybody wants to work on these problems.

Juan

Software Developer

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
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Paid industry certifications
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