Director, Customer Engagement Strategy and Operations

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

This is an extraordinary opportunity to work daily with the President, COO & CPO of ServiceNow in high-visibility customer situations related to the ServiceNow product portfolio. In this role, you will accompany our President, COO & CPO to his customer engagements (virtual or in person), and will closely work with field and product teams to ensure a great experience for our customers before, during or after the meeting. This role will report to the Senior Director, Strategic Product & Platform Operations, but you will work directly with the SVP & GM of Technology Workflow.

What You Get To Do In This Role

The President and his team should prioritize which customers and partners to engage with by working closely with regional sales principals to determine which customers are most critical for meetings and when these engagements should take place. To optimize the engagement process, it's essential to ensure that thorough and thoughtful briefing documents are created, along with any necessary materials for the meeting. Partnering with the sales team is also crucial to deliver follow-up messages to customers. In addition, attending all customer meetings is necessary to capture key takeaways, track milestones, and assign clear action items to drive delivery.

Building and deepening strategic customer and partner relationships is a key focus, and this can be achieved by collaborating with Sales and Customer Success teams to proactively engage top customers and partners as needed. It’s also important to develop and communicate customer stories and feedback to share with the Product and Platform organizations. To continuously improve customer engagement impact, developing key metrics, capturing data, and analyzing it is crucial.

In addition to these ongoing tasks, the President’s team will guide, organize, and manage executive-level special projects aimed at exploring and implementing changes in customer engagement across the Product Organization (STEP). Contributing to the codification and sharing of best practices across the organization will further strengthen these efforts. Developing a deep understanding of all ServiceNow product offerings is essential to becoming an indispensable thought partner for the President, COO, CPO, and their teams.

Qualifications

To be successful in this role, you will need:

• 10+ years of work experience, preferably in investment banking, management consulting, tech strategy/ops functions, or something similar. Preferred candidates will have a combination of strategy and operating experience
• Sharp business judgment, ability to see "big picture" and to prioritize
• Passion for the demonstrated success, understanding, and fulfillment of internal or external customer needs; problem-solver mindset
• Deep experience in interacting with a broad spectrum of CxOs
• Command for building consensus amongst numerous high-powered stakeholders and pushing forward to tangible output/outcomes quickly
• Proven capability of building and guiding high-performing teams, either in a direct or indirect/matrixed capacity
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Demonstrated exceptional learning agility
• Executive presence, excellent verbal and written communication
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment
• High energy, strong work ethic, disciplined execution skills
• Proficient with PowerPoint, Excel, Tableau, MS Dynamics, and familiarity with other top productivity tools

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $215,900 - $377,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure