Director, Customer Outcomes Go To Market

ServiceNow-posted 11 days ago

Full-time • Director

Remote • Atlanta, GA

5,001-10,000 employees

Professional, Scientific, and Technical Services

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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. 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.

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 builder's mindset: establish standards, simplify processes, and scale what works-without losing speed.
Exceptional communication skills; able to align diverse stakeholder groups to decisive action.

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