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:
- 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.
- 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!
