Senior Manager, Customer Relationship Management Sales Operations

About ServiceNow

ServiceNow is 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.

Role Overview

We are seeking a proven and experienced sales operations professional to partner with our Vice President of AMS CRM Sales and team. You will be responsible for all aspects of sales planning and operations; including the overall efficiency and effectiveness of the CRM Major Area. The ideal candidate will have experience serving as a strategic business partner and trusted advisor to a large sales team; building and delivering strategy, planning and operational capabilities in a growing sales organization; and partnering with sales and cross-functional leadership to drive go-to-market strategy, increase sales productivity and operate efficiently at scale.

Key Responsibilities

• Partner with AMS CRM Sales Vice President and leadership team to execute strategy through planning and operations
• Establish and execute a proactive operational cadence to ensure the health of the business (forecasting, pipeline generation, business reviews, etc.)
• Own annual planning activities including organizational structure, growth projections, headcount, territory and quota setting and coverage
• Collaborate across go-to-market strategy, sales operations, financial planning and analysis, and marketing to ensure alignment and successful execution of strategic initiatives
• Support onboarding and offboarding for sales representatives, help prepare quarterly business reviews, and ensure accurate forecasts
• Identify opportunities to automate and streamline tasks utilizing ServiceNow workflows
• Drive pipeline through operational support and analytics
• Manage commissions questions and escalations with support from Vice President of AMS Sales Operations
• Drive operational excellence to help sales exceed its goals

Required Qualifications

• Experience in leveraging or critically thinking about how to integrate artificial intelligence into work processes, decision-making, or problem-solving
• 5+ years of sales strategy and sales operations experience
• Sound business acumen; deep knowledge of sales and go-to-market strategy
• Keen structured problem-solving and analytical abilities; able to frame a business problem, analyze options and provide recommendations
• Adept at building trusted relationships and influencing at all levels
• Excellent communication skills (verbal and written); able to convey complex ideas in a clear, concise manner for executive audiences
• Experience challenging the status quo and setting new strategic and operational direction based on fact-based, data-driven analysis
• Sharp operational mindset; skilled at building processes to scale
• Team-oriented approach with commitment to supporting teammates
• Desired: Bachelor’s degree

Compensation and Benefits

Base pay of $137,500 – $240,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings incentive compensation structure. Health plans include flexible spending accounts, 401(k) Plan with company match, Employee Stock Purchase Plan, matching donations, flexible time away plan and family leave programs.

Work Environment

ServiceNow approaches our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.

Equal Opportunity

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.