Advertisement

Sr. Partner Experience (PX) Manager, Strategic Programs Office

| Remote
Sorry, this job was removed at 7:00 a.m. (CST) on Friday, July 23, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Sr. Manager, Partner Experience (PX) role reports to the Sr. Director, Strategic Programs Office (SPO) and is part of Alliances and Channel Ecosystem (ACE) organization and will be accountable to create a world class partner ecosystem that aligns to the Global ACE mission & transformational operating model principles. With the objective of helping to enable & accelerate NOW growth to $10B and beyond. You will play a key role in delivering on the ACE transformational vision: ‘Partner Success’ is synonymous with ‘Customer Success’ in accelerating Digital Transformation & predictable Business Outcomes for our partners in a designated region/country/area.


The Sr. Manager, Partner Experience (PX) is responsible for all aspects of Partner Experience, from strategy through journey mapping development, execution, reporting and experience optimization. You will work with key executives and functional domain ambassadors to align on strategic partner experience priorities, while establishing a partner focused culture and experience. The Sr. Manager, Partner Experience will capture, manage, and utilize partner data via relationship and transactional partner surveys, and journey mapping to better understand partners and facilitate optimization of the end-to-end partner experience.


This role requires approximately 20% travel.

     


Qualifications

To be successful in this role you have:

5+ years in a Partner Experience (PX) or Customer Experience (CX) role

· Experience using journey mapping techniques to document customer or partner experience

· Experience developing and facilitating interviews, ethnographies, surveys, and/or other types of customer or partner research to document current state

· Experience determining “moments that matter” in the journey mapping process (i.e., not all interactions in the partner or customer journey are equally important. Great journey maps

reveal those “moments that matter” that have a disproportionate impact on a customer’s or partner’s overall perception of the journey, and in doing so, pinpoint the key opportunities where your improvement efforts will provide the greatest return.)

· Experience mapping different personas, at different levels of maturity that are trying to accomplish different things, at different times, and in different ways. Documenting their mindset throughout, so you can tailor their experience to meet their needs at every stage.

· Experience developing and implementing enterprise wide CX/PX projects

· Proven success uncovering key insights through customer/partner research and leveraging those insights to make positive changes.

· Proven track record of influencing senior leaders to make decisions based on customer or partner feedback.

· Experience using collaboration and/or journey mapping tools (e.g., Miro, Lucidchart, etc.)

· Proven experience working with teams across multiple departments, and cross-functional groups including other program owners, marketing, branding, security, compliance, legal, tax, and finance.

· Effective written and verbal communication skills

· Candidate must thrive in a fast-paced, changing environment

· Innovative, Self-Starter, Problem-Solver, and efficiency focused

· Effective facilitation skills to encourage clear articulation of business requirements

· Sharp business judgment, ability to see "big picture" and to prioritize.

· Participate as a member of the Voice of the Partner (VoP) and Partner Listening Community to collect insights to further refine the partner experience roadmap prioritization process.

· Ability to manage change and ambiguity with an action-orientation/drive

· Experience with customer experience management software (e.g., Qualtrics) a plus


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.

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 +1 (408) 501-8550, or [email protected] 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.


Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

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

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this