Manager, Customer Engagement Strategy and Operations - Manufacturing/TMT

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 a meaningful opportunity to work directly with the VP & GM of TMT and Manufacturing within ServiceNow's Industry Workflows organization as a Customer Advocate, helping shape how we engage with our most strategic customers and driving clarity and execution across the customer lifecycle.
 
You'll partner with the VP & GM on customer meeting preparation, strategy, and execution. This role enables executive focus and visibility, while giving you exposure across product, sales, and field teams on high-impact priorities. You’ll help deliver high-quality customer experiences through cross-functional coordination, and operate as a trusted thought partner to product and sales principals. You'll have regular touchpoints with senior customer executives and work closely with ServiceNow's STEP management. As a Customer Advocate within the Office of the President, COO & CPO, you'll drive operational excellence before, during, and after key customer interactions.
 
This role reports to the Sr Director of Customer Engagements for the Office of the President, COO & CPO, and partners closely with the CRM & Industries Product team.
 
What You Get to Do In This Role

• Coordinate the customer and internal engagement logistics for the GM of TMT & Manufacturing within the Industry Workflows organization
• Drive prioritization of customers and partners the GM should engage with and optimize the end-to-end process for GM engagement with customers
• Attend all customer meetings, capture major takeaways, maintain milestones, track, assign, and drive the delivery of clear action items on behalf of the GM
• Support cross-functional coordination to ensure clear communication and follow-through
• Develop key metrics and capture and study data to continuously improve the impact of customer engagement
• Guide, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the organization
• Contribute to documentation and streamlining of customer engagement best practices
• Establish a deep understanding of all of ServiceNow’s product offerings in Industry Workflows and throughout the ServiceNow product portfolio
• Collaborate with a high-performing team of customer advocates, and gain cross-functional exposure by working directly with Product, Sales, and Go-to-Market teams

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI’s potential impact on the function or industry. 
• A minimum of 5 years of work experience in an operational or project coordination role
• Ability to manage change and ambiguity with an action orientation and strong drive throughout a dynamic environment
• High energy, strong work ethic, and disciplined execution skills
• Executive presence; excellent verbal and written communication
• Sharp business judgment, ability to see the "big picture" and to prioritize quickly
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; strong problem-solving mindset
• Strong ability to manage tasks, timelines, and follow through across stakeholders
• Experience working with or supporting senior leaders in a fast-paced, cross-functional environment
• Proficiency with PowerPoint, Excel, Tableau, and Dynamics as well as familiarity with several market-leading productivity tools

FD21

For positions in this location, we offer a base pay of $171,000 - $299,300, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On-Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 40