ServiceNow is seeking to lead the successful launch, rollout, and ongoing evolution of a Commit to Consume Pricing Model for large enterprise ServiceNow accounts to ensure Customers adopt ServiceNow products and manage license utilization.
Requirements
- 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.
- Ability to present data-backed reasoning clearly, diplomatically, and persuasively, even when delivering unfavorable news, especially with end-customers.
Responsibilities
- Monitor, analyze, and interpret customer usage, entitlements, and commitments to ensure compliance with contractual terms while supporting customer value realization.
- 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 respond to usage notifications.
- Work w 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 w commit-to-consume department Lead , and review of the outcome with the customer if questios arise.
Other
- Minimum 8 years’ strong experience in data analytics, pricing operations, sales operations, or deal desk, preferably in the software industry.
- Skilled at working with Ops, Finance, Sales, Customer Success, and Legal to align on tough decisions.
- 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 $100,500 - $175,900, plus equity (when applicable), variable/incentive compensation and benefits.
