Partner / Customer Advocate Global Partnerships & Channels (GPC)

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

Executive Overview

The Partner/Customer Advocate is a strategically important role within the Global Partnerships & Channels (GPC), an AI-led, customer obsessed, and partner-powered organization.  This role strengthens ServiceNow’s relationships with top-tier partners and customers by ensuring their needs, priorities, and feedback are clearly represented in GPC decision-making. The ideal candidate must operate with executive presence, exceptional judgment, and the ability to influence senior leaders across Sales, CSM, Product, Operations, and Regional Partner organizations.

This role will be a critical connective tissue point in GPC—ensuring friction is reduced, partner experiences improve, and internal alignment elevates ServiceNow’s partner ecosystem to AI‑native scale.

Key Responsibilities

Executive-Level Partner & Customer Advocacy

· Act as the voice of strategic partners and customers for GPC.

· Anticipate partner/customer trends, sentiment, and escalation risk before issues arise.

· Ensure GPC leadership has timely, accurate insights to drive informed decision-making.

· Shape messaging and positioning for internal/external executive conversations.

Escalation Leadership & Resolution Governance

· Serve as point-of-contact for high-visibility partner/customer escalations aligned with GPC priorities.

· Drive structured and rapid triage, ensuring cross-functional alignment within Sales, CSM, Legal, Product, and Operations.

· Ensure clear accountability paths and provide transparent updates to GPC Leadership

· Document systemic root causes and champion continuous improvement initiatives.

Strategic Insights, Analytics & Partner Intelligence

· Synthesize partner/customer feedback, market insights, and GTM execution signals into clear executive summaries.

· Provide recommendations for strategic adjustments in partner motions (MSP, GSI/SI, Service Provider, Build/ISV).

· Contribute to GPC strategic planning, including ecosystem AI-native transformation and CRM expansion.

Operational Excellence Across GPC

· Partner with PEG, Elevate teams, Geo Partner Leaders, and GPC transformation offices to streamline execution.

· Ensure commitments made in executive forums, QBRs, and interlocks are tracked and delivered.

· Enhance predictability, transparency, and accountability across partner-facing workflows.

Cross-Functional Influence & Leadership

· Influence leaders across organizational boundaries without direct authority.

· Serve as a high-trust advisor to the GPC Office, supporting executive readiness and communication.

· Drive alignment in messaging, partner engagement strategies, and operational decisions across GPC.

Qualifications

Required

· 8+ years in partner management, customer success, consulting, or enterprise SaaS leadership roles. Working in a fast-paced and Global environment.

· Demonstrated ability to operate with executive presence supporting SVP/GVP-level leaders.

· Deep understanding of partner business models across MSP, GSI/SI, Service Provider, and ISV/Build motions.

· Experience navigating complex escalations and multi-stakeholder environments.

· Strong analytical capabilities with ability to synthesize executive-ready insights.

· Ability to operate with urgency, judgment, and confidentiality supporting the GPC Office.

· 75% travel required, including international.

Preferred

· Experience within ServiceNow, or comparable cloud/software ecosystems.

· Background supporting global transformation initiatives, including AI-native and CRM strategic plays.

· Experience engaging with top-tier partners or large strategic accounts at C‑Suite level.

Core Competencies

· Executive Maturity & Presence

· Organizational Agility Across a Matrix

· High Judgment & Ability to Navigate Ambiguity

· Partner/Customer Centric Decision-Making

· Impact & Influence

· Growth Mindset & Change Leadership

· Confidentiality & Discretion Supporting Senio