NPI Governance Lead, Customer Success Organization

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
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Job Description
The Customer Success Organization (CSO) NPI Governance Lead will join our CSO NPI operations team.
This highly cross-functional role will collaborate with various teams across the organization to ensure that our CSO teams are ready for product launches. The work involves collaboration with teams such as the company wide NPI team, product teams and associated Go-to-market teams, Impact delivery, Product Success, Customer Outcomes, Training and Learning teams as well our Global Partnership & Channels organization to mention a few.
An ideal candidate enjoys working in a high paced environment and will have outstanding project/program management skills, great communication skills, a collaborative nature and a "let's get it done" attitude. Additionally, the ideal candidate is passionate about customer success and outcomes.
What you get to do in this role:

• Develop a deep understanding of our company wide NPI process and help with CSO readiness for the introduction of new products and updated products in the market
• Manage monthly business reviews for NPI workstreams, tracking readiness, risks and mitigations related to CSO across all products
• Prepare and provide status reports in support of quarterly executive readiness reviews/scorecard reviews
• Drive executive alignment between CSO, GPC, Customer Outcomes and Training and Learning organizations
• Drive and execute integrated NPI/product GTM planning between products BUs and CSO teams
• Manage escalations from go-to-market teams
• Provide regular status reports, drive awareness and communication related to the NPI process to CSO stakeholders
• Maintain and govern the CSO NPI process documentation
• Drive and promote continuous improvement for NPI workstreams
• Build cross-functional global relationships

Qualifications

• Experience managing multiple in-flight projects
• Process oriented and excellent organizational skills
• Outstanding track-record of delivering results
• People centric and value-oriented mindset
• Strategic planning and analysis
• Ability to synthesize and simplify
• Thought leader and innovative thinker
• Active listening skills to ensure feedback identifies area of improvement
• Ample experience building presentations and working in Excel
• Experience with professional services or customer success organizations
• Ideally, experience with ServiceNow or similar platforms/products
• Experience with New Product Introduction is a plus

FD21
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you 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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