Job Description
Company Description
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.
Job Description
We are seeking a highly skilled and motivated professional to lead the successful launch, rollout, and ongoing evolution of a Commit to Consume Pricing Model for large enterprise ServiceNow accounts. This role is pivotal in ensuring Customers adopt ServiceNow products and manage license utilization as a part of the Commit-To-Consume commercial model.
The ideal candidate is a strategic and analytical thinker and hands-on operator with strong experience in pricing, product usage analytics, and SaaS subscription models. They will work weekly with enterprise Customers to review license utilization, product usage and manage disputes. They will work cross-functionally with Pricing, Sales, Operations, Business Intelligence, Product, Finance, and Engineering teams to establish the foundations of the new pricing model, monitor adoption and performance, and continuously refine the program to maximize customer and business outcomes.
This individual will be responsible for building and operationalizing processes that track customer commitments, usage, and entitlements, as well as driving transparency and alignment across internal teams and external customers. They will also own cross-functional alignment of account status and capturing best practices as the program scales.
Qualifications
Responsibilities
- Support the successful rollout and adoption of the organization’s new SaaS Pricing Model across global teams and customers.
- Monitor, analyze, and interpret customer usage, entitlements, and commitments to ensure compliance with contractual terms while supporting customer value realization.
- Drive internal enablement by developing playbooks, training, and documentation for Sales, Operations, and Product teams.
- Conduct initial preliminary usage review prior to commit-to-consume contract signature to ensure alignment on usage with customer.
- After customer has rolled out commit-to-consume contract, host internal review with account team and customer success manager to review customer usage and align on messaging.
- Meet with customer to review customer portal mechanics, how to manage entitlements and usage, including the ability to increase or decrease product entitlements.
- Support open inquiries from the customer based off product entitlement measurement, usage, and any questions in response to usage notifications.
- Work with commit-to-consume Ops team to resolve any data quality issues affecting entitlement & usage.
- Support the resolution of customer usage disputes, including the analysis of the dispute in question, provision of a recommendation, review with commit-to-consume department Lead, and review of the outcome with the customer if questions arise.
- Lead monthly account status review with the Account Team, Impact Squad and supporting CSM.
- Inputs into customer Quarterly Usage Review to ensure connecting with account team to address upsell potential.
- Customer Feedback Collection: Standardize support, maintenance, and iterative improvements of the Commit-to-Consume customer portal/customer portal.
Experience Required
Minimum 8 years’ strong experience in data analytics, pricing operations, sales operations, or deal desk, preferably in the software industry.
Ability to analyze license usage data, spot anomalies, identify trends, and make recommendations based on statistical evidence.
Familiarity with resolving entitlement/usage discrepancies and ensuring accuracy in reporting pipelines.
Deep understanding of SaaS pricing/consumption models, true-ups, and revenue recognition implications.
Experience designing repeatable frameworks for intake, dispute analysis, and usage review.
Familiarity with software contracts, commit-to-consume structures, and the commercial impact of consumption patterns.
Ability to link usage trends to upsell opportunities, renewal health, and broader customer lifecycle value.
Skilled at working with Ops, Finance, Sales, Customer Success, and Legal to align on tough decisions.
Ability to present data-backed reasoning clearly, diplomatically, and persuasively, even when delivering unfavorable news, especially with end-customers.
Strong skills in de-escalating tense conversations with frustrated customers, while staying objective and professional.
Skilled at acknowledging customer concerns while reinforcing contractual and usage facts.
For positions in this location, we offer a base pay of $102,300 - $179,000, 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.
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.
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