Job Description

The Senior Specialist owns partner success and practice building outcomes for 8-10 focus partners (best estimate 60% of role), serving as their primary ServiceNow point of contact for practice development and partner escalations. This role is accountable for Partner Success Review completion within assigned GTM motion (best estimate 25% of role), guides partners through PLA validation and specialization achievement, coordinates with Major Area leads on strategy alignment (best estimate 15% of role), and designs practice building plans that align partner capabilities to GTM/RTM priorities and customer success outcomes.

What You Get to Do in This Role

Own the strategic practice building plan for 8-10 designated focus partners, driving improvements in deployment quality, customer satisfaction, and delivery capacity

Conduct quarterly Partner Talent & Success Reviews evaluating practice health across capacity, quality, adoption, and business growth metrics; accountable for PSR completion within assigned GTM motion and focus partner portfolio

Guide partners through PLA validation milestones, PSR requirements, and specialization achievement or renewal

Translate partner business plans into practice building roadmaps covering sales enablement, pre-sales capability, and delivery excellence

Serve as single point of contact for focus partners on EMEA GTM and RTM alignment, ensuring practice readiness for priority solution areas and Major Area GTM priorities

Design custom practice development initiatives addressing partner-specific gaps in AI capacity, CRM delivery, or Pro Plus certification coverage

Manage the partner success lifecycle from preparation and discovery through strategy formulation, implementation, monitoring, and continuous improvement

Drive partner practice outcomes including deployment registration growth, CSAT improvement, and CLAC optimization

Support partners in building sales, delivery, and customer success excellence through targeted enablement

Mentor IC1 and IC2 team members on partner success methodologies and practice building best practices

Provide recommendations to Shared Services on 'one-to-many' enablement activities based on regional partner practice needs

Manage partner escalations and maintain governance cadence with partner leadership, Major Area leads, and ServiceNow stakeholders; coordinate with assigned Major Area to ensure partner activities align with regional strategy

Knowledge & Expertise

Fully competent in partner success management and practice building methodologies. Deep understanding of the multi-phase partner talent & success lifecycle from preparation through strategy iteration. Expert in using 360 Dashboard and PLA Heatmap dashboard etc. for practice capability assessment and formulating plans to drive ecosystem quality. Strong grasp of how partner practice excellence drives ServiceNow customer success and revenue growth.

Decision Making & Impact

Independently designs practice building strategies within EMEA frameworks. Makes judgment calls on partner enablement priorities, practice intervention approaches, and escalation handling. Recommends adjustments to partner engagement categories based on practice performance and growth commitment.

Qualifications

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
5+ years in partner success, practice development, customer success, or channel enablement; or Master's degree with 3+ years
Experience with Practice Level Agreements, specialization requirements, and partner validation processes
Strong stakeholder management skills across partner organizations and internal ServiceNow teams
Deep knowledge of practice building methodologies across sales, pre-sales, and delivery functions
Experience managing strategic partner relationships focused on practice development outcomes
Proven track record building partner practices with measurable improvements in deployment quality and customer satisfaction

Additional Information

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

Senior Partner Talent & Success Specialist

Job Description

Qualifications

Additional Information

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