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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.   

S/he will closely align with our core and solution account teams with a central focus on the Banking sector (i.e., consumer, commercial, corporate, fintech & payments) to seed, develop and close strategic Disputes and related opportunities. S/he will utilize their existing broad and build where necessary, net new trusted relationships with customer and partner executives, partner with sales leaders, and be a highly impactful contributor to the revenue growth in our top Financial Services accounts globally.

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

1. 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.
2. 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.
3. 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.
4. 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.
5. Industry Strategy & Team Leadership Development – developing integrated sector / geo strategy, including goals, growth focus & investments, M&A pursuits.  Partnering across the organization with key stakeholders (product, marketing, sales, enablement, etc.) to ensure strategies are aligned and jointly prioritized.  Managing and prioritizing time across top customer opportunities, partnering with product on the disputes and related solutions for future development and to where we make industry investments.

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

• 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.

For positions in New York City, we offer a base pay of $154,770 - $255,430, 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.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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