Customer Engagement Strategy and Operations Director

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

This is an extraordinary opportunity to work daily with the our SVP Product (EWF & NowX) in high visibility customer situations related to the ServiceNow product portfolio. This role will accompany our SVP Product (EWF & NowX) 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 and after the meeting. This role will report to the Senior Director, Strategic Product & Platform Operations, but you work directly with the SVP Product (EWF & NowX).

What You Get To Do In This Role

• Co-own the Customer Engagement strategy of the SVP Product (EWF & NowX)
• Prioritize which Customers and Partners that he should spend time with, working with regional sales leads on which customers he should meet with, when.
• Optimize the process for engagement with Customers end to end: ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, etc.
• Attend all Customer meetings, and capture major takeaways, maintain milestones, track, assign and drive the delivery of clear action items.
• Deepen strategic customer/partner relationships: work with the Sales and Customer Success organizations to proactively engage top customers and partners, close the loop when deals close of people the SVP Product (EWF & NowX) has a relationship with, especially for accounts where he is the Executive Sponsor, etc
• Find and Manage design customers for NowX
• Develop and communicate customer stories and feedback for sharing with the Product and Platform organization
• Develop key metrics and capture and analyze data to continuously improve impact of customer engagements
• Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Product Organization (STEP)
• Contribute to codification and sharing of best practices in customer engagement across the organization
• Establish a deep understanding of all ServiceNow’s product offerings
• Become an indispensable thought-partner for the SVP Product (EWF & NowX)

Qualifications

In order to be successful in this role, you will need:

• 10+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in investment banking, management consulting, tech strategy/ops function or 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 and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset
• Deep experience in interacting with 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 leading 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