CS Guide Enablement Manager

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.

As a member of ServiceNow’s Global Learning & Development organization and specifically the School of Customer Excellence, the Manager, CS Guide Enablement Manager is responsible for scoping, developing and  managing enablement programs for the early-in-career Customer Success Guides - a new role being developed to support ServiceNow customers along the customer journey.  The role is focused on developing both onboarding and in-role programs focused on supporting the CS Guide's development while remaining aligned to ServiceNow's early-in-career strategy. Successful candidates will understand the skills needed to manage 1:many customer relationships, key customer success and discovery principles and have the ability to drive content development, deployment and learning experiences.   This role requires cross-organization collaboration and partnership with key stakeholders in Product, Marketing, Sales, Sales Leaders, GTM (Go To Market), Sales Operations, and Customer Success – as well as across the various Learning Development and Enablement teams. 

Responsibilities include but are not limited to: 
- Execute on our CS Guide learning strategy, framework, methodologies, and supporting processes across various customer-facing roles in the company including Impact Delivery.
- Gather requirements from stakeholders, develop enablement for multiple platforms (eLearning, vILT, workshops, etc.) and for our in-person Success Hubs and Onboarding Academy,  work with the Instructional Design team (as needed) to develop the enablement, the communications team to develop and execute a communications plan; manage key stakeholders throughout the process, including regional Enablement Leads; deliver the enablement as needed; and more
- Partner with global and regional programs and  teams to execute enablement programs to support onboarding, skills and customer success effectiveness
- Continual optimization of enablement programs as needed by aligning with company and business unit priorities 
- Develop and execute on learner adoption and engagement programs such as contests, leaderboards, badging, and gamification

To be successful in this role you have: 
- 4 or more years of related experience in customer success, sales or customer success enablement, product enablement, and/or Sales or Customer Success operations  
- A passion for supporting early-in-career employees and desire to help others learn, grow and succeed.
- Experience creating and/or delivering enablement to sellers or customer success professionals
- Knowledge of  enablement methodologies, enablement tools and technologies, and learning best practices  
- An ability to listen and diagnose enablement issues to effectively recommend enablement solutions   
- An ability to collaborate across the Enablement organization and with stakeholders to continue to refine and evolve existing approaches  
- An ability to be proactive, self-motivated, and self-directing; able to drive deliverables and results which involves people who do not report to you while maintaining positive relationships  
- An ability to clearly communicate and influence key stakeholders around enablement strategies with curiosity   
- A growth mindset and ability to leverage the knowledge of the broader organization  
- An ability to work well under pressure and meet deadlines.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $107,400 - $187,800, 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.

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. Learn more here.

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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