Senior Partner Talent & Success Specialist

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Senior Specialist owns partner success and practice building outcomes for 8-10 focus partners (best estimate 60% of role), serving as their primary ServiceNow point of contact for practice development and partner escalations. This role is accountable for Partner Success Review completion within assigned GTM motion (best estimate 25% of role), guides partners through PLA validation and specialization achievement, coordinates with Major Area leads on strategy alignment (best estimate 15% of role), and designs practice building plans that align partner capabilities to GTM/RTM priorities and customer success outcomes.

What You Get to Do in This Role

• Own the strategic practice building plan for 8-10 designated focus partners, driving improvements in deployment quality, customer satisfaction, and delivery capacity
• Conduct quarterly Partner Talent & Success Reviews evaluating practice health across capacity, quality, adoption, and business growth metrics; accountable for PSR completion within assigned GTM motion and focus partner portfolio
• Guide partners through PLA validation milestones, PSR requirements, and specialization achievement or renewal
• Translate partner business plans into practice building roadmaps covering sales enablement, pre-sales capability, and delivery excellence
• Serve as single point of contact for focus partners on EMEA GTM and RTM alignment, ensuring practice readiness for priority solution areas and Major Area GTM priorities
• Design custom practice development initiatives addressing partner-specific gaps in AI capacity, CRM delivery, or Pro Plus certification coverage
• Manage the partner success lifecycle from preparation and discovery through strategy formulation, implementation, monitoring, and continuous improvement
• Drive partner practice outcomes including deployment registration growth, CSAT improvement, and CLAC optimization
• Support partners in building sales, delivery, and customer success excellence through targeted enablement
• Mentor IC1 and IC2 team members on partner success methodologies and practice building best practices
• Provide recommendations to Shared Services on 'one-to-many' enablement activities based on regional partner practice needs
• Manage partner escalations and maintain governance cadence with partner leadership, Major Area leads, and ServiceNow stakeholders; coordinate with assigned Major Area to ensure partner activities align with regional strategy

Knowledge & Expertise

Fully competent in partner success management and practice building methodologies. Deep understanding of the multi-phase partner talent & success lifecycle from preparation through strategy iteration. Expert in using 360 Dashboard and PLA Heatmap dashboard etc. for practice capability assessment and formulating plans to drive ecosystem quality. Strong grasp of how partner practice excellence drives ServiceNow customer success and revenue growth.

Decision Making & Impact

Independently designs practice building strategies within EMEA frameworks. Makes judgment calls on partner enablement priorities, practice intervention approaches, and escalation handling. Recommends adjustments to partner engagement categories based on practice performance and growth commitment.

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