Full-Time Director, GTM Packaging & Offerings

As Director, Pre-Sales Support & Customer Enablement, you will build and lead a team that empowers ServiceNow’s pre-sales and delivery organizations to position ServiceNow’s autonomous implementations capabilities.

Responsibilities:

• Develop and execute strategies to enable pre-sales teams in articulating the value of autonomous implementations and driving faster customer adoption.
• Build scalable support models and assets for pre-sales engagement, including solution positioning, demos, and proof-of-value frameworks – all using AI patterns.
• Partner with Sales, Product Management, Engineering, and BUs to ensure alignment on messaging, capabilities, and positioning of customer outcomes.
• Drive angles of implementation steps, time compression, and value realization metrics.
• Establish best practices for faster customer engagement, ensuring a seamless transition from pre-sales to delivery, and maximizing customer satisfaction.
• Create enablement curricula, certification paths, and playbooks for pre-sales and customer-facing teams.
• Create Feedback Loops from pre-sale and post-sale input from prospects & customers back into Catalyst CoE & STEP Product org

To be successful in this role, you must have:

• 10+ years of customer-facing experience leading pre-sales support and customer engagement programs in enterprise software.
• Extensive experience in enterprise software solutions.
• Ability to engage directly with customers and partners to help bring deals home and support driving client project outcomes.
• Deep understanding of pre-sales processes, solution positioning, and customer engagement strategies for innovative technology offerings.
• Strong commercial and selling acumen and ability to drive measurable outcomes across global stakeholders.
• Stellar executive and customer-facing presence and communication skills.
• Experience with AI-first or autonomous implementation initiatives; familiarity with LLM/GenAI fundamentals and enterprise integration preferred.
• Proven cross-functional leadership and executive communication skills; ability to influence Product, Engineering, Sales, Services, and Risk/Legal/Security teams.
• Experience in instituting governance, quality assurance, and AI guardrails in customer-facing processes.
• Prior ServiceNow experience or knowledge

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