Services Executive - Federal Practice

ServiceNow - Vienna, VA3.8

Contract
Location: Vienna, VA

Introduction to Service Now:
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work we help the modern enterprise operate faster and be more scalable.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow requires continual personal development.

Introduction to the role:
The Services Executive is responsible for all consulting/training services sales in designated strategic accounts as negotiated during the initial license sale and for one year from the contract commencement date. The role is also measured on the services customer satisfaction scores obtained during the first contract year as it is the responsibility of the Services Sales Executive to ensure that all proposals are sized and scoped for successful project delivery.

Each SE is expected to ensure that clients make full use of their ServiceNow investment by driving rollout and deployment plans for the full array of licensed ServiceNow products. These plans should be developed through a strong partnership with the sales organization.

The SE role is responsible for ensuring that each services/training proposal is structured to allow revenue to be recognised in a predictable and timely fashion and with minimal risk of revenue being withdrawn or reduced versus initial contract expectation. The role will work with the Delivery organization to provide expected revenue performance numbers, versus plan, throughout the first full contract year.

Role Responsibilities:
Sales Support

Act as the primary point of contact for the customer with regards to ServiceNow Professional Services.
Work with the sales teams to ensure that consulting/training services are appropriately positioned on all designated accounts. This may be through Service Now staff or through partners or a combination of both.
Ensure that plans are developed such that the full array of licensed product may be deployed not just that which might be needed for a first project.
After the initial license sale look for other business opportunities within designated accounts which may allow further ServiceNow products to be licensed and keep the sales organization appraised of any such opportunities.
Drive the client to provide references
Project Mobilization Support

Ensure successful transition to the Delivery organization through comprehensive briefings and handover.
Identify business development plans for accounts with low customer satisfaction, low adoption/usage and upgrade requirements.
Delivery/Finance Responsibility

Ensure that each services/training proposal is contracted such that the chances of successful delivery; on time, on budget and delivering the agreed functionality are maximized.
Ensure that each services proposal is drafted to maximize the chances of the client providing high marks for project satisfaction.
Drive service references.
Ensure that each services contract enables revenue to be recognized in a timely and consistent fashion with minimal risk of detrimental revenue adjustment.
Provide regular plan versus actual revenue assessments.
KPIs

Achievement of quarterly bookings targets on designated accounts.
Achievement of quarterly services revenue targets on designated accounts.
Achievement of quarterly Customer Satisfaction targets on designated accounts.