Renewal Account Manager

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

What you get to do in this role:

• Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from ServiceNow.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed.
• Engage customer in conversations around renewal readiness, timing and general customer needs.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

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 demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
• Advanced proficiency with contract renewal processes.
• Experience building relationships with peers and partners.
• Excellent customer management skills; including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.

FD21

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 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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