ServiceNow is seeking to transform how large enterprise accounts are priced and consumed by implementing a new Commit-to-Consume Pricing Model. The goal is to drive customer value, revenue growth, and organizational alignment through a modern commercial license consumption model.
Requirements
- Deep expertise in SaaS pricing and consumption frameworks, including commit-to-consume, true-ups, and revenue recognition.
- Strong analytical capabilities, with the ability to connect usage and entitlement data to strategic customer and revenue opportunities.
- Understanding how large enterprises consume licenses, manage entitlements, and budget for SaaS spend.
Responsibilities
- Lead the successful rollout and adoption of the organization’s new Commit-to-Consume Pricing Model across global teams and customers.
- Build, lead, and scale a global high-performing team to operationalize the Commit-to-Consume Pricing Model.
- Ensure internal enablement programs including playbook development, training, and documentation for the team, Sales, Operations, Product teams, and the end-customer are established and adhered to.
- Handle any commit-to-consume escalations that arise from entitlement data quality concerns, usage disputes, or questions regarding license metering.
- Support the resolution of customer usage disputes, including the validation and adherence of a proper analysis and thorough internal review of the customer dispute in question, and confirmation that proper adjudication is administered to support a fair and equitable value exchange between ServiceNow and the end-customer.
- Establish and operationalize governance for customer usage reviews, dispute resolution, and escalation management.
- Lead continuous improvement of processes, reporting automation, and the customer portal experience.
Other
- 12+ years of experience in SaaS pricing, subscription/consumption models, analytics, or commercial operations, with at least 5 years in a leadership role.
- Proven success building and leading global teams, including recruiting, developing talent, and scaling organizations.
- Strong executive presence with demonstrated ability to influence, negotiate, and present persuasively to senior leadership and C-suite stakeholders with confidence and credibility.
- Experience navigating complex customer negotiations and de-escalating high-stakes conversations with professionalism and objectivity.
- Track record of developing repeatable global processes for intake, dispute resolution, and customer usage governance.
