ServiceNow is a cloud-based SaaS (Software-as-a-Service) platform that automates organizational processes and delivers a consistent, consumer-like experience.

Business Process Manager

Job Description

Join Service Now’s GTM Infrastructure and Automation team, where we simplify and scale our field organization to support global growth and bring our exceptional products to customers worldwide.

What you will get to do: 

• Enhance Digital Seller Experience: Apply your process and business analysis skills to support  the design of innovative, customer-focused solutions that improve seller workflows and align with business goals
• Execute on Strategy: Collaborate with cross-functional teams to translate defined strategies into clear actionable plans and business process design to deliver seamless digital selling experiences
• Collaborate with Stakeholders: Work closely with sales and business teams  to understand seller journeys, desired business outcomes, and pain points, to design and  optimize business processes for scale, efficiency and success
• Drive Process Improvements: Analyze sales processes, post-sales activities, and digital feedback to uncover opportunities for automation, efficiency and improved seller experience
• Participate in Workshops: Participate and contribute to cross-functional meetings to align on business needs, gather seller requirements, and identify key capabilities for execution
• Data-Driven Problem Solving: Collect and analyze data to uncover and validate pain points and inefficiencies in the seller experience, supporting  design and development of  streamlined and digital-first solutions
• Influence Decision-Making: Partner with senior stakeholders to influence decisions on  process and product design, championing  delivery of innovative, efficient and customer-centric digital seller motions
• Contribute to Solution Design: Partner with technical teams to ensure application designs meet business goals and deliver the desired outcomes

Qualifications

Our ideal candidate: 

• AI-first Mindset: Interest and experience in leveraging and integrating AI or automation to  improve work processes, support decision-making, or assist with problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Experience: 8+ years in business process improvement and design, focused on delivering business capabilities within Sales, Channel, Customer Success, or Professional Services,  for the Enterprise Software or SaaS industries
• Expertise: Solid understanding of Go-To-Market business processes and end-to-end Seller workflows across  Sales, Channel, and Customer Success
• Analytical Skills: Strong problem-solving, critical thinking and analytical capabilities to identify and address complex challenges in a fast-paced environment
• Business Acumen: Ability to design and deliver end-to-end digital selling motions and align them to business priorities
• Communication Skills: Strong presentation, facilitation, and influence skills to effectively engage business stakeholders, and work with cross-functional teams
• Collaborative Attitude: Comfortable working with diverse stakeholders and teams across the organization to drive alignment and deliver results
• Proactive Mindset: Self-motivated with a bias for action to drive results and set priorities with minimal supervision

Senior Services Account Executive

Job Description

This role is part of the  Customer Excellence Group team. Our purpose is to accelerate platform adoption and drive customer business outcomes. We do this through a portfolio of services, delivered by world-class consultants, training and success professionals, our leading practices, methodologies, and tools, as well as our ecosystem of partners.

What you get to do in this role:

As a Services Account Executive, you will be responsible for selling a portfolio of service offerings designed to help our customers successfully adopt the products they have purchased and ultimately achieve the business outcomes they expected from utilizing our products. These service offerings include our product implementation services. The Services Account Executive is well-versed in services and post-sales adoption strategies.  They are a trusted advisor to the account team and our customers for successful implementation, adoption, and value realization. A quota carrying role, the Services Account Executive owns the Services sales strategy by proactively creating demand for new Services opportunities and partnering with the ServiceNow Sales team and our partners to develop and successfully execute Services sales opportunities for their assigned territory.

• Collaborate with software sales account teams, Customer Outcomes team members, and our eco-system of delivery partners
• Develop and execute a services sales strategy in the designated territory with a target account list
• Proactively create new Services opportunities in both new and installed base customers
• Create pipeline and manage end-to-end forecasting process for Services opportunities
• Serve as a trusted advisor to the customer by understanding their existing and future digital transformation roadmap and driving the right mix of ServiceNow services to meet their needs
• Arrange and conduct Executive and CxO services-related discussions in alignment with the account strategy
• Lead extended team in solutioning and scoping, and proposal development
• Execute value-based selling methodology for Implementation Services opportunities

 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Minimum 12 years of previous services sales experience gained within a SaaS software or solution sales organization (or reasonably equivalent)
• New account sales focus, operating independently to identify new opportunities
• Existing relationships in large enterprise accounts a plus
• Demonstrable track record of achieving Services, Success, or Training sales targets
• Ability to communicate and collaborate across lines of business and multiple customer and partner personas, including executives
• Strong operational command – managing end-to-end franchise
• Travel up to 50% (depending on geography/region)
• Fluency in English and Arabic is required

Sr Enterprise Account Executive – Telco & Technology

Job Description

This role is focused on the Telecom & Technology industry verticals, serving a combination of existing and new customers. You will be very familiar with the unique challenges and opportunities being faced across this industry in the core business segments (enterprise and consumer). Your appreciation of this industry and transformational trends refocusing your customer’s leadership priorities, helps your credibility across the C-Suite.

In a business cycle where many operators are balancing the risks and benefits of ‘build versus buy’, your strong relationships across the partner ecosystem will be vitally important to tailor a business outcome for your customer that continues to deliver value over the longer term.

You will produce new business sales revenue from a SaaS license model. You will accomplish this through account planning, territory planning, researching prospect customers, using business development strategies and completing field-based sales activities within a defined set of prospects, territory or vertical.

You will produce new business sales revenue from a SaaS license model. You will accomplish this through account planning, territory planning, researching prospect customers, using business development strategies and completing field-based sales activities within a defined set of prospects, territory or vertical.

What you get to do in this role:

• Develop relationships with multiple C-suite personas (e.g., CFO, CIO, COO, CDO) across all product sales
• Oversee client relationship mapping to the account team, orchestrating an account strategy while leading across a broad virtual team (Solutions Consultants, Solutions Specialist, Success resources, Partners and Marketing, etc.)
• Be a trusted advisor to your customers by understanding their business and advising on how ServiceNow can help help their IT roadmap
• Identify the right specialist/ support resources to bring into a deal, at the right time

Qualifications

To be successful in this role you have:

• Extensive sales experience within software OR solutions sales organization
• Experience establishing trusted relationships with current and prospective clients and other teams
• Experience producing new business, negotiate deals, and maintain healthy C-Level relationships
• Experience achieving sales targets
• The ability to understand the “bigger picture” and our plans around IT
• Experience promoting a customer success focus in a “win as a team” environment
• Good knowledge of the Telco Industry in the KSA Industry
• Fluent in Arabic and English
• Willingness to travel up to 50%

Senior Customer Success Manager

Job Description

What you get to do in this role:

The role of the Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow’s best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Minimum 7 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications
• Fluent in Arabic and English

FD21

 

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.

Principal Customer Success Executive- HCLS

Job Description

Role Overview 

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities 

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices
• Identify areas of risk and take steps to prevent customer or revenue churn
• Work closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence
• Help the customer identify incidents where contractual SLAs were missed and take necessary action
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Demonstrate the ability to build trusted relationships with senior decision-makers, acting as strategic advisors who align ServiceNow capabilities with the customer’s business vision and transformation goals
• Deep understanding of the Healthcare and Life Sciences landscape is essential to identify emerging trends, shape organizational strategy, and guide customers through complex, multi-workstream programs that deliver measurable outcomes
• PMP preferred; project management experience required
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
• – IT Strategy and Planning
• – IT Operations and Management
• – Human Resources
• – Security Operations
• – Customer Service Management
• – IT Processes
• – IT Governance
• – IT Portfolio, Program and Project Management
• – IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership