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Owns end-to-end pricing and packaging operations for ServiceNow product releases, including requirements gathering, cross-functional planning, policy documentation, enablement, launch execution, and pricing governance. Advises stakeholders on pricing models, configuration, programs, and policies; improves processes, approvals, exception handling, sales effectiveness, compliance, and deal desk scalability. Partners with Product, Finance, Legal, Sales, CRM, and Product Readiness teams while maintaining portfolio review documentation and supporting business model innovation.

Supports accounts receivable and order-processing activities, including cash collections, dunning, query resolution, reporting, customer claims, and account reconciliations. Maintains customer records in compliance with internal controls and SOX policies, participates in AR and order-processing projects, performs UAT and system testing, and assists with month-end close. Communicates with customers and internal teams to resolve disputes and deliver timely, customer-focused service.

Leads the Americas Recruitment and Onboarding Operations team in Costa Rica, overseeing people leadership, service delivery, SLAs, quality, escalations, compliance, and process governance. Partners with Talent Acquisition and People teams while driving automation, AI adoption, workflow simplification, and operational improvements. Manages transformation, stakeholder relationships, metrics, audits, complex cases, and M&A-related onboarding activities.

Manage and support customer security platforms, including health checks, configuration, policy development, troubleshooting, threat analysis, and uptime. Collaborate with technical stakeholders, customer success, sales, and development teams. Provide remote installation support, technical escalation, training, reporting, and root-cause analysis. The role requires strong networking, cybersecurity, Linux, API, and programming knowledge, along with experience supporting enterprise environments.

Own a portfolio of post-sale customers, develop security-focused success plans, guide deployment and adoption, improve platform utilization, manage risks, and coordinate cross-functional teams. Partner with Sales on renewals and expansion, create scalable customer success programs and reusable playbooks, use AI workflows, mentor CSMs, and advocate for customer objectives.