ServiceNow - Sales Enablement Program of the Year

Company: Servic Now, Santa Clara, CA
Company Description: ServiceNow is making the world of work, work better for people. Our cloud based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. Our value statement is “Win as a team-Embrace diversity, Create belonging-Enjoy the journey-Deliver customer success-Innovate and execute-Stay hungry and humble.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Sales Enablement Program of the Year

Nomination Title: ServiceNow Onboarding Metamorphosis: Win as a Team!

Briefly describe the nominated organization or individual: history and past performance (up to 200 words):

Beginning mid-2019, the Sales Enablement team was challenged with enduring extensive reorganization and transformation while onboarding approximately 1300 people annually:

1- Disparate Enablement groups – Sales, Customer Success and Professional Services – merged to form a unified Sales Enablement organization in alignment with the larger “Win as a team” corporate strategy.
2-Two of the organizations served by Enablement - Customer Success and Professional Services – became a united ‘Success’ organization
3- The new Success organization merged with the Sales organization. Thus began a 24-month corporate sales transformation, requiring a complex yet agile enablement strategy focused on significant ecosystem changes.
4- The introduction of a new CEO in late 2019 required enablement strategy reevaluation for 2020 to meet heightened corporate goals focused on digital transformation for external customers.
5- COVID entered the scene in early 2020.

Historically, the three Enablement groups functioned autonomously, with limited communication and some usage of common tools. By combining organizations to benefit from economies of scale and close collaboration, it become possible to offer a best in class user experience for internal customers, and therefore a superior experience for ServiceNow external customers.

Outline the nominated achievement since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

-Created “Enablement business partner” position to ensure strategy alignment on specific priorities across organizations served

-Rearchitected onboarding framework to support rapid growth

Onboarding was previously show and tell focused.To expedite the corporate goal-“engage customers with a world-class GTM machine”-we shifted to an applied learning approach:

-Reconstructed Sales “Shark Camp” instructor led training (ILT) program into an immersive, team-based, customer scenario simulation, culminating in a presentation to the C level executive.

-Established new Customer Success “Base Camp” ILT program - five tracks serving seven roles. Individuals experience an immersive, team-based, customer scenario simulation, then break into role-based experiential tracks.

-Created new “SC Express Ramp” to decrease Solution Consultant time to first demo and increase institutional knowledge via practical application of skills and tools.

-Curated exercises, simulations, content to ensure cohesive “Winning as an account team” applied learning, providing common core principles and injecting fun!

-Established current and to be promoted manager enablement programs in support of above.

-Developed new structured onboarding roadmap for Sales roles and seven Customer Success roles. Remodeled onboarding plans for transformed roles and priorities using consistent learning methodologies, and extending the onboarding engagement timeline.

-Reimaged entire onboarding program for virtual delivery due to COVID

Original program was designed for individuals from Americas/APJ/EMEA to team build live in California.With shut down in March, three weeks from rollout, we completely redesigned ILT programs, providing virtual in GEO experience, including:

-Reassigning resources to “re-create” and deliver
-Rewriting virtual content
-Multiple program offerings in GEO

Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):

The programs created required extensive content creation, instructional design, branding, training. Oursupporting materials for each delivery include:

Detailed technical content, exercises, customer simulations
Producer/Run of Show checklists
Facilitator Agendas/Guides
Coaching Guides
Student Guides
Main deck and script
Knowledge checks
Pre/post work
“Know before you go” call
Registration automation
Track branding

Converting an ILT program to a VILT program in less than 30 days in the midst of a pandemic We call it “The Holiday Miracle”. This required:

-Instructional redesign to decrease total program hours but maintain concepts
-Content rewrite
-Multiple GEO and timezone based program deliveries (APJ, EMEA and AMS), versus single VILT offering in California.

Delivery requirements of our program more than quadrupled, without increase in resources.

-We use a co-facilitation method of delivery where Subject Matter Experts from the field co-facilitate and coach with Enablement facilitators, imparting “field enablement” vs. “information sharing” to the end user. This is key to our goals of “becoming the trusted innovator for the C-suite” and expediting ramp time.
-To keep individuals engaged and consistently learning, we: create experiential exercises and customer simulations; use a combination of gaming, Zoom and proprietary technology; run creative activities to promote interest and fight Zoom fatigue.

While others in the industry focus on eLearning tools and role play, ServiceNow learners excel by experiencing multiple levels of customer simulation learning led by field-based facilitators.