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 part of the global Customer Excellence Group (CEG), this role will help customers unlock business value and accelerate the adoption of the ServiceNow products & solutions they have purchased.

The Pricing & Packaging Specialist – Service Offerings will be integral to defining the future of how we package and price our suite of post-sales service offerings across customer success, professional services, training, adoption and premium technical support. You will shape the strategy for these offerings to maximize customer adoption and drive revenue growth while ensuring customers’ success with ServiceNow.

You will help develop and execute the strategy for the packaging and pricing of all ServiceNow service offerings. You will work cross-functionally to ensure a cohesive approach that aligns with our customers’ needs, market expectations, and our business goals. The successful candidate should have a solid understanding of enterprise software and services, with a focus on creating customer-centric and scalable pricing and packaging models.

Responsibilities:

• Develop, refine, and execute a comprehensive pricing and packaging strategy and roadmap for all ServiceNow post-sales offerings, ensuring alignment with customer needs and business goals.
• Conduct market research and analysis to understand industry standards, competitive landscapes, and customer preferences for various pricing and packaging models.
• Collaborate closely with teams across Customer Excellence, Sales, Product, Finance, and Marketing to drive the alignment of pricing strategies with product roadmaps and go-to-market plans.
• Execute with cross functional partners on the ServiceNow release cadence to bring pricing and packaging changes to market
• Establish data-driven models for pricing and packaging that optimize revenue growth while ensuring customer satisfaction and increased adoption.
• Leverage analytics tools to track, measure, and analyze the performance of existing pricing and packaging models; use insights to continually refine strategies.
• Define pricing structures that encompass value-driven packages for key post-sales offerings.
• Partner with sales and support teams to develop pricing scenarios, contractual terms, and financial models for new and existing customers.
• Communicate packaging strategy and pricing changes effectively across the organization and to customers as needed.
• Stay up-to-date with industry best practices, pricing methodologies, and emerging trends to proactively influence product decisions.
• Ensure that all pricing initiatives align with ServiceNow’s legal and compliance standards.

• Minimum 5 years of experience in a strategic pricing, packaging, or product management role within a top-tier consulting firm, enterprise software company, or equivalent.
• Demonstrated expertise in developing and executing scalable pricing and packaging strategies for enterprise software or services.
• Strong understanding of the customer success and post-sales service offerings landscape, with experience in positioning value-based post-sales solutions.
• Proficiency in quantitative analysis, with the ability to build financial models and make data-driven decisions.
• Excellent communication and collaboration skills, with experience working cross-functionally to drive strategic initiatives.
• Proven ability to prioritize and manage multiple projects simultaneously, while meeting deadlines and budget requirements.
• Familiarity with analytics tools and platforms (e.g., Tableau, Power BI) to monitor and evaluate product performance metrics.
• Ability to adapt quickly in a dynamic environment and influence decisions through a customer-centric lens.

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 $158,500 - $277,500, 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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