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
We are seeking a highly collaborative and people-driven Global Adoption Expert to lead training, enablement, and change management for our Digital Sales organization, as part of the Sales Technology team. Your role is to ensure that every innovation, whether process or technology, is implemented, deeply adopted, embedded in workflows, and embraced by teams across the globe.
This role will focus on building scalable training programs, leading behavioral change initiatives, and activating communities of practice and local champions as the cornerstone of our innovation adoption strategy. These communities will serve as internal incubators for feedback, peer learning, advocacy, and continuous improvement.
You’ll work hand-in-hand with Product Managers, Project Managers, and Content Experts to shape go-to-market and training plans that support the roll-out of new tools and processes, ensuring alignment between product development and user experience.
Your work will directly impact technology adoption, and as a consequence improve our open rates, progression velocity, and conversion performance across the Business Development, Digital Sales, and Enterprise Sales teams. By aligning people, processes, and technology around an adoption experience that truly works, you will improve our customer satisfaction and sales productivity, contributing directly to ServiceNow’s ambition of becoming a $30B+ business.

QUALIFICATIONS

• 6+ years in customer success, enablement, change management, learning & development, or similar roles within SaaS or enterprise sales organizations.
• Experience working with product and innovation teams to support end-user readiness and success in sales organizations.
• Proven track record of leading internal or customer-facing technology adoption initiatives.
• Demonstrated success in building and scaling global communities of practice and champion programs.
• Familiarity with learning platforms, CRM, AI/automation tools, and productivity suites like Microsoft 365.
• Previous experience with the Outreach platform is desired.
• Exceptional communicator and storyteller with a knack for engaging diverse, global teams.
• Proficiency in English is needed and additional languages (e.g.: Spanish, French, Italian, Japanese, etc.) will be highly valued.

• Design and deliver global enablement strategies that support the rollout of new technology and processes.
• Lead onboarding, training, and continuous learning initiatives tailored to digital sales personas and workflows.
• Collaborate closely with Product Managers and Content Experts to align messaging, materials, and learning experiences with user needs and product design.
• Establish and scale communities of practice and local champion networks that act as the backbone for innovation adoption, driving peer-to-peer engagement, feedback, and ideation.
• Drive enterprise-level change management, including stakeholder engagement, communications planning, and behavioral reinforcement strategies.
• Measure adoption using a combination of system usage, sentiment analysis, feedback loops, and business impact metrics.