Best Practices Operations Leader | 23052

Marketing Santa Clara, California


Description

Best Practices Operations Leader (Customer Success @ Scale) 

Location: Santa Clara
 

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and at greater scale than ever before.
 

We’re 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. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

ServiceNow is seeking a Best Practices Operations Leader, reporting to the Senior Director, Best Practices Center of Excellence. The Best Practices Center of Excellence is focused on helping ServiceNow customers to accelerate benefits capture from the implementation of ServiceNow products, and maximize value received from already purchased offerings.  The Operations Leader position will be responsible for designing and driving a strategy to ensure that we are equipped to convert our best practice insights into action and value for customers.

 

In this role, you will:
 

  • Collaborate with partner functions to incorporate best practice insights, content, and tools into advisory activities, success methodologies, and effective messaging.
  • Develop and manage certification programs, curricula, and training to build best practice knowledge among key roles (including Customer Success, Advisory, Solutions Consulting, Marketing, and Sales roles).
  • Develop engagement strategies with ServiceNow ecosystem partners to promote their awareness and engagement with ServiceNow best practices.
  • Support and deliver best practice engagement activities for key internal and customer audiences.
  • Promote company-wide awareness and use of new best practice resources to support customer outcomes.
  • Advise the Best Practices Center of Excellence on emerging opportunities for content development and more effective use of best practice resources
  • Advise and lead the Best Practices Center of Excellence in the development of new and innovative content delivery formats and channels for best practice content.
  • Engage in the review and development of new best practice content

 

Requirements:
 

  • 10 years of experience in management consulting, research, advisory, and/or enterprise software implementation and product management.
  • Experience distilling, documenting, and teaching best practices, ideally in the context of enterprise software implementation and management.
  • Experience and expertise in designing development activities and curricula, ideally in support of management consulting and/or advisory functions.
  • Intrinsically curious and passionate about solving customer problems, along with researching current and emerging trends in IT and business management.
  • Experience and understanding of multiple subject matter domains, including Business Management, Service Management, Process Management, and Application Development.
  • Exceptional communication skills, both written and oral.
  • Proven creative thinker that can design and execute on new, innovative approaches to promoting customer success.
  • Strong track record of leading in a highly matrixed environment and the ability to collaborate with others to achieve goals.
  • Experience working directly with customers and clients, especially Director-level and above.
  • Bachelor’s degree required; Masters of Business Administration preferred.


 

Travel:

 

  • Up to 25% annually

 

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

 

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 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.

 

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 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.