Global Adoption Expert

**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.

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.

**Key Responsibilities**
- 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.

**A Day in the Life**

Your day might begin by checking engagement metrics from a just-launched onboarding module, identifying knowledge gaps, and planning improvements. Mid-morning, you co-host a community of practice session with field champions, facilitating a conversation on how teams are using a new guided selling tool in real-time.

Afterward, you connect with Product Managers to align on enablement materials and go-live communications for an upcoming feature.

In the afternoon, you prepare an adoption dashboard for leadership, showing global progress and behavioral trends across sales teams.
- Passionate about empowering people through learning, enablement, and community-led transformation.
- Expert in designing and executing change management and enablement strategies in large-scale, matrixed environments.
- Proven ability to activate and grow peer-driven networks and champions as catalysts for adoption.
- Comfortable aligning with Product Managers to connect innovation delivery with field activation.
- Empathetic and driven by the challenge of turning complexity into clarity and action
- Curious, self-learner, autonomous, and team player

**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.

**Why Join Us**
- Be a key driver in ServiceNow's journey