Director, Software Licensing at ServiceNow

San Diego, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

12+ years of experience in SaaS pricing, subscription/consumption models, analytics, or commercial operations
At least 5 years in a leadership role
Strategic vision
Analytically driven
Strong operational execution
Deep knowledge of SaaS subscription and consumption-based pricing models
Proven ability to negotiate with customers
Exceptional executive presence
Ability to manage complexity
Resilience to address sensitive and challenging customer conversations while maintaining alignment with business strategy

Responsibilities

Lead the successful rollout and adoption of the organization’s new Commit-to-Consume Pricing Model across global teams and customers
Build, lead, and scale a global high-performing team to operationalize the Commit-to-Consume Pricing Model
Ensure internal enablement programs including playbook development, training, and documentation for the team, Sales, Operations, Product teams, and the end-customer are established and adhered to
Handle any commit-to-consume escalations that arise from entitlement data quality concerns, usage disputes, or questions regarding license metering
Support the resolution of customer usage disputes, including the validation and adherence of a proper analysis and thorough internal review of the customer dispute in question, and confirmation that proper adjudication is administered to support a fair and equitable value exchange between ServiceNow and the end-customer
Provide executive-level leadership for the rollout and adoption of the pricing model across global enterprise accounts
Partner with senior leaders across the organization to align strategy, policy messaging, and execution
Establish and operationalize governance for customer usage reviews, dispute resolution, and escalation management
Represent the program to executive leadership, highlighting adoption metrics, dispute resolution metrics, customer impact, revenue impact, program risks, and recommendations
Lead continuous improvement of processes, reporting automation, and the customer portal experience
Act as an executive sponsor for feedback loops, ensuring that insights from customers and field teams drive program enhancements

Skills

SaaS

Subscription Pricing

Consumption-Based Pricing

Team Leadership

Customer Success

Revenue Growth

Pricing Strategy

Sales Operations

Business Intelligence

Negotiation

Executive Presence

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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