We're evolving our go-to-market functions to build the future with you

By: Lara Caimi and Kevin Haverty

ServiceNow isn’t your typical enterprise software company. Our belief that technology exists in service of people and our founding focus on customer success are just a couple of the things that set us apart. When we make your work lives, work better, we all win.

That’s why today we announced how we’re evolving our go-to-market functions to drive deeper customer success and engagement and to build an even more exceptional partner ecosystem. As the new leaders for all global sales activities (Kevin) and for all customer success activities and partner ecosystem development (Lara), we wanted to share our perspectives on why we’re pushing the envelope even more and what it means for you, our customers and partners.

It’s no secret that the pandemic is underscoring the urgent need for companies to digitally transform. The need to digitize workflows is accelerating, especially as we all work to get employees, staff, and even visitors (remember them?) safely back to workplaces. One of the consistent themes from the customers we talk to is how important digitization is, not just to keep their employees safe and healthy and their customers loyal, but also to protect their revenue, maintain business resilience, and keep their employees productive during this prolonged pandemic. With people working from anywhere right now, leaders know they need to automate the slow, wasteful manual work and free people up to do more essential business functions.

At the same time, our large valued alliances and channel ecosystem is hungry to do more. We’re fortunate to have built relationships with some of the top names in the business – and they’re all in with us to make customers even more successful. Why wouldn’t we want to leverage their expertise, their networks, and their commitment to driving the same level of market-leading success and value to our joint customers?

Simply put, we couldn’t be more excited to be working together to drive a complete, end-to-end sales, implementation, and training experience for our customers, and to build an even larger and more exceptional partner ecosystem. Ultimately, we see this as a strategic way to deliver maximum success and fast time to value to our customers, supported by the world’s best set of alliances and partnerships.

Sound like a big dream? It should! But we’re not satisfied with a dream–we have a proven track record of turning dreams into reality.

Many of you already know us.

Kevin is Boston born-and-bred. Patriots fan. (How ‘bout that Cam Newton?!) Long-time ServiceNow sales leader with customer success in his blood. Kevin has successfully led and grown various sales organizations at ServiceNow, including most recently as EVP of Worldwide Sales. He deeply understands customer needs and has built and scaled highly successful sales engines from millions to billions in revenue. 

Lara’s a former college basketball player, a four-year starter. Talk about a will to win! Mom. Ally. Mentor. Having spent nearly three years as our Chief Strategy Officer, she understands what our customers need to scale their businesses. Her new customer and partner organization–which will include customer outcomes, customer experience, alliances and channel ecosystem, and our training and certification organization will provide our partners and customers with the guidance, tools, processes, and capabilities to drive successful digital transformation strategies.

What you might not know is that we’re already close business partners. Over the past several years, we’ve co-architected ServiceNow’s go-to-market strategy to $10B in revenue. Now, we and our teams will continue to work together to drive a rich cycle of value for customers. And, we’ll lean into shared success across our entire experience.

In practice, that’s how we’ll extend the partnership we already have, and deliver the market-leading solutions, strategic value, productivity improvements, and employee and customer engagement that you’ve come to know and expect. Technically speaking, that’s our Now Value methodology – an end-to-end approach to set the vision for your digital transformation along with putting the vision into practice to achieve outcomes that matter most to you.

We could say a lot more about how we’ll serve you. But we need to get to work!

So, we’ll end with a shout-out to David Schneider. You may have read that he’s retiring. David has been one of ServiceNow’s most customer-obsessed and partner-friendly leaders over the past nine-plus years. David’s leadership philosophy is to always put people first. He challenged his team to evolve and adapt at each phase of growth. By investing in relationships that focused on business outcomes with employees, customers, and partners, he created a highly strategic team that consistently delivered. He has also been a trusted advisor to us. As David begins a new personal chapter in his life, we’ll certainly miss him, as we know many of you will, too.

Our teams are rising to the opportunities before us. They have never been more engaged or more focused on serving the enormous needs of our customers and the incredible opportunities with our partners.

As a company, we’re confident that we have the right leadership team in place to support you, and to make fast progress on our journey to becoming the defining enterprise software company of the 21st century.

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