Head of Disputes Go To Market - Global
: Job Details :

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.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies.

Job Description

Job Description

The Head of Disputes Go to Market (GTM) is a deep expertise role that operates together with ServiceNow's customer-centric industry transformation sales teams as well as core functions within the firm (i.e., marketing, product, customer success & implementation partners, etc.) to identify and localize ServiceNow Disputes and related solutions to the Financial Services market. S/he will closely align with our account teams for several strategic Financial Services clients (existing and potential) to seed and develop strategic opportunities based on the relevant industry solutions.

S/he will serve as the main point of contact for related pursuits within the global market connecting with more senior and C-suite stakeholders, taking our messaging, communications and experience to the next level with an industry-based lens in their language, and considering their challenges and needs. The ideal candidate brings a very mature and experienced point of view, is visionary with the art of the possible, is fact-based and objective in his/her orientation and communication and serves as the key corporate Subject Matter Expert (SME) stakeholder.

This leader is ultimately responsible for 4 specific areas of responsibility, including:

Customer Focused Pipeline Development – introducing and educating executives and senior leaders to ServiceNow through leadership and participation with customers at industry events, executive business reviews, etc. Partnering with account executives and their teams to progress focused customer pipeline by infusing industry expertise (solution, messaging, etc.) into account strategy.

Sales Oriented Pipeline Progression - Partnering with account executives and their teams to progress pipeline by infusing industry expertise (solution, messaging, etc.) into account strategy, forming relationships with key buying center executives, and helping shorten deal lifecycles by helping the team highlight the business value and competitive differentiators.

Partner Development & Execution – leading priorities with select (top 3-4) partners to support in industry leadership positioning, enablement and customer development. Focus should be an accelerant for customer focused pipeline priorities.

Analyze, Drive & Report on The Business – analyzing the global disputes business to understand trends, opportunities, needs, KPI impact and movement against goals, and use that to feed/fuel customer efforts within this industry. Utilize data to influence / change behaviors to drive results and reinforce high-yield actions.

S/he is expected to “roll up their sleeves” and based on their extensive experience is equally comfortable devising a multi-year strategy to penetrate the global market while also updating a tracker with the status of existing opportunities and key areas of pursuit. S/he thrives in a high growth, fast-paced environment, and can maintain a ‘north star' point of view despite managing the urgent requests of a given day. A typical day involves equal parts brainstorming on how to go to market more effectively; attending high-value marketing events operating as an obvious SME; participating in c-suite engagement opportunities; working with Industry leaders and Marquee/Big Bets account teams on specific customers; and regularly meeting with key partner leaders driving mature relationships that support opportunities and driving future pipeline. This implies the ability to embed customer-centric industry muscle and experience, set in a consistent, scalable way. Key partners in this role are Industry & Field Marketing, Industry Geo Sales Leaders, Product, Marquee Account Teams, and Industry GTM Leads. The ideal candidate has a blend of understanding ServiceNow's internal rhythm as well as a highly experienced grounded external point of view on what ‘best in class' looks like to help us aspire to a new stature.

S/he will maintain a pulse on broader ServiceNow and Global Sales priorities, programs, and communications, and advise on ideal messaging, channels and approaches with the goal of delivering the best possible solution for customers. We're looking for a high-energy, relationship building and empathetic partner who has a business building mindset and is a remarkable communicator!

Qualifications

Qualifications

• 12+ years of sales & sales management experience in the disputes and payments space with proven success in guiding strategy, operations and day-to-day functions.
• Strong knowledge and experience within the payments space, including the ability to collaborate with internal/external teams in assisting with successful integrations for the issue.
• Knowledge of chargebacks and the issuer's role in management / mitigation of chargebacks.
• Proven pipeline management skills with a consultative sale-cycle approach.
• Strong history of meeting targets with a vision of tangible execution for sustained YoY growth in the payments & disputes industry.
• Ability to utilize your network to help Sales Teams with identifying, prospecting, and supporting sales to potential channels partners to extend offerings into all sized financial institutions.
• Be a consultative partner, building relationships with financial institutions, to help pitch, sell, and close as a value-add to their, IT, fraud, and chargeback management solutions and strategies.
• Serve as a strategic advisor to Product, Development, and Marketing to provide industry insight and feedback to produce best in class solutions across the FSO segment.
• Exceptional written, presentation and delivery (verbal) communication skills – strategic, top down, concise
• Ability to develop trusted advisor relationships with customers and sales organizations; demonstrated ability to advise and influence senior leaders, multiple teams / departments on strategy, messaging and customer engagement.
• Experience producing thought leadership content and communications for an international audience.
• Resourceful, self-motivated and able to prioritize independently shifting workloads in a dynamic, high growth environment.
• Agile business mind: Adept ability to work in a matrix organization structure with a highly distributed team, leading through influence and relationship-building.
• Business application software product marketing, sales or delivery experience is preferred over infrastructure experience.
• Superior organizational skills with ability to effectively prioritize.
• Ability to travel 50-75% of the time.
• Bachelor's and/or master's degree in business, finance, technology or related fields.

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