Senior Manager, Renewals CoE

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Renewal Sales organization at ServiceNow is undergoing an exciting transformation-reimagining our go-to-market (GTM) approach, elevating the customer experience, and fueling the company's growth. As we scale rapidly, we are seeking a strategic and dynamic leader to lead the Renewals Centre of Excellence (CoE). This high-impact role will be instrumental in driving key renewal sales initiatives and enabling scalable, cross-functional programs that support our growth and operational excellence.
About the Role:
As Senior Manager of the Renewals CoE, you will play a critical role in shaping and executing transformational programs that support both our Renewals and Use Verification teams. You will report to the AVP of Subscription Use Verification and collaborate closely with regional Renewals leaders and stakeholders across sales, operations, product, and customer success.
This is a quota-carrying leadership position with the following primary areas of focus:

New Product Introduction (NPI): Represent the Renewals organization in the NPI process to ensure product readiness for Renewals and prepare Renewals specific product enablement to ensure organizational readiness to sell. In addition, you will own the development of sales and customer-facing assets that support renewing customers in moving to new offerings.

Renewal [CP1] Centre of Excellence: Lead a team of product migration specialists responsible for supporting the renewal sales team in crafting commercial proposals. This includes assisting with the design, preparation, and presentation of renewal offers to customers with a focus on migration, optimization, and value realization.

Support Renewal Account Manager (RAM) Onboarding: Maintain and evolve RCoE specific onboarding programs for newly hired RAM's (Renewal Certification & Quoting Workshop [CJ2] )

Scale and evolve the Renewals Centre of Excellence as a strategic function. Develop value add service offering for Renewals based on improving RAM productivity. Lead cross-functional initiatives in collaboration with program sponsors and senior stakeholders that deliver scalable processes that improve operational efficiency and drive renewal success.

About You
You are a Renewals leader who combines strategic vision with strong execution. You bring deep SaaS expertise and a passion for driving operational excellence and customer impact. Specifically, you:

• Are a subject matter expert in Renewals with a proven ability to think strategically while executing tactically.
• Have experience developing impactful sales enablement tools and customer-facing collateral (samples will be requested).
• Possess a strong understanding of SaaS sales motions, renewals, licensing models, and product readiness workflows.
• Have led cross-functional initiatives in a matrixed environment and embrace continuous improvement practices.
• Build trusted relationships and influence stakeholders at all levels with ease.
• Communicate clearly and collaboratively, always putting the customer at the center.
• Thrive in fast-paced, high-growth settings where agility and focus are essential.
• Have experience managing Renewals budgets, headcount planning, and key business rhythms such as quarterly All Hands.

This role is perfect for someone who brings order to ambiguity, thrives in complexity, and is energized by the opportunity to shape a growing, customer-first organization.
[CP1] Renewal CoE is the name we branded the team when I became manager in May '23. Migration CoE is what Anna C set up in 2020. Names are used interchangeably - but recommend Renewal CoE for consistency
[CJ2] Formatting looks a little odd here? Between bullet #3 and #4
Qualifications
Qualifications:

• 8+ years of progressive experience in a Renewals environment.
• 3+ years of Sales enablement experience, including the design and build of Sales and Customer facing collateral
• 3+ years of experience with ServiceNow products and product packaging; past, present, and future and their impact for renewals.
• Strong communication, cross-functional collaboration, and executive presence. Ability to convey complex ideas in a clear and concise manner both verbally and in writing.
• A focus on execution, with a proven track record of taking initiative and thinking outside the box.
• Highly skilled at building trusted relationships with peers and stakeholders.
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups.
• Sharp business judgment, ability to drive consensus around business priorities, and prioritize resources to capture opportunity.
• Demonstrated experience & involvement in cross functional programs and initiatives.
• Comfort with challenging the status-quo and identifying opportunities for improvements in the organisation.
• Action oriented mindset, ability to meet new opportunities and challenges with creativity and enthusiasm
• A 'Win as a team' attitude and experience leading global teams to drive collaboration and results.
• A growth mindset, exceptional learning agility and passion for inspiring a culture of continued learning within the organisation.

For positions in this location, we offer a base pay of $122,640 - $202,370, 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 law. In 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 [email protected] 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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