Director, Customer Outcomes GTM

This role sits within the Customer Excellence Group (CEG) serving ServiceNow Regulated Industries customers. Our purpose is to accelerate platform adoption and deliver relevant industry outcomes that realize our customers transformation ambitions. We do this through a portfolio of services delivered by world-class consultants and success professionals proven leading practices methodologies and tools and a strong ecosystem of partners.

What you get to do in this role
As a Go-To-Market (GTM) Director you will lead a team of Services Account Executives (SAEs) who sell Customer Success offerings Implementation and Advisory Services that drive adoption value realization and business outcomes for our customers.

• Lead coach and scale a high-performing SAE team across Regulated Industries; set a talent strategy build bench strength and create an attractive place to work.
• Own the services GTM plan for your market area: coverage model territory plans target account lists quota setting and end-to-end forecast governance.
• Create net-new pipeline and accelerate pursuits; guide value-based selling motions and executive alignment (VP/CxO) to shape multi-year roadmaps and outcomes.
• Partner across ServiceNow (Software Sales AEs CEG Solution Sales Product BUs Marketing) and with our delivery partners to design winning pursuit strategies and delivery approaches.
• Run high-quality deal reviews: solutioning/scoping oversight proposal excellence commercial strategy pricing guardrails and margin/viability checks.
• Drive customer value realization: attach the right mix of services to product sales align on success plans and ensure time-to-value and adoption milestones are achieved.
• Strengthen the ecosystem: define partner strategy and mix enable partner readiness and resolve resourcing gaps to ensure the right talent is on every engagement.
• Be a data-driven operator: inspect pipeline health coverage velocity win rates attach rates forecast accuracy delivery utilization and gross margin acting quickly on insights.
• Champion culture and change: set clear objectives foster accountability reward creativity and innovation and model adaptability in a dynamic competitive environment.

Leadership competencies

• Talent builder: Identifies capability gaps attracts key talent and establishes coaching/mentoring to grow future leaders.
• Executive influence: Crafts compelling business cases gains buy-in and negotiates skillfully with internal and external stakeholders.
• Operational rigor: Aligns plans across teams allocates resources to priorities and sets aggressive yet realistic timelines.
• Innovation & agility: Challenges teams to generate breakthrough ideas and embeds flexibility in structures systems and culture.
• Customer obsession: Creates urgency around meeting customer needs; builds broad internal/external networks to stay ahead of industry shifts and amplify impact.

Qualifications :

To be successful in this role you have

• 10 years of enterprise services sales leadership (SaaS/professional services) including leading quota-carrying teams.
• Proven success in regulated industries (e.g. Healthcare & Life Sciences Financial Services) and in post-sales adoption/value realization motions.
• Demonstrated excellence in executive engagement solutioning/scoping complex deal leadership and partner ecosystem management.
• Strong operating cadence around forecasting pipeline inspection and performance management; comfort with dashboards and metrics.
• A builders mindset: establish standards simplify processes and scale what workswithout losing speed.
• Exceptional communication skills; able to align diverse stakeholder groups to decisive action.

Key performance indicators

• Services bookings & growth attach rate to product sales and win rate
• Pipeline coverage & velocity forecast accuracy
• Delivery utilization and revenue realization
• Time-to-value adoption milestones CSAT/NPS and renewal impact/uplift

Location & travel
Flexible/remote within the region; 2540% travel depending on customer and team needs.

For positions in this location we offer a base pay of $170200 - $297900 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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 addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time