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

The Team 
Join a high-impact team within the Chief Customer and Transformation Office, working closely with Executive Practitioners to elevate CxO engagement, increase wallet share, and craft compelling narratives. You’ll partner with sales, marketing, and product teams to build and scale a world-class customer engagement strategy.

The Role 

This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate progressive thought. We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives. As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever.

This role will be part of the Chief Customer and Transformation Office and partner closely with field sales, marketing, and product teams to help scale CxO impact by creating and executing a customer engagement strategy.

What You Get To Do In This Role 
 

Own the Customer Engagement strategy:

• Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales teams on which customers they should meet with and when
• Optimize the process for the Practitioner 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 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 Practitioner has a relationship with, develop nurturing campaigns, etc.
• Help define how slides and visuals will enhance a narrative or customer story
• Develop key metrics and capture and review data to continuously improve the impact of Practitioner customer engagement
• Parachute into complex customer situations as liaison for our CxOs when high-visibility opportunities are at risk 

•    Elevating CxO engagement 

• Guide, organize, and manage executive-level special projects to explore and implement changes in customer engagement
• Contribute to codification and sharing of best practices
• Build a foundation to scale events and speaking opportunities
• Become an indispensable thought-partner for Practitioners
• Partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
• Global travel for key events
• Create and execute an events engagement strategy while partnering closely with cross-functional teams. Key accomplishments will include securing desirable external speaking engagements, securing strong ties with Now on Now and Communications teams to ensure an amplification strategy is executed (social, progressive content, internal enablement, media, etc.), and securing customer-led speaking engagements which highlight ServiceNow.

Qualifications

To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 15+ years of work experience across consulting, executive engagements, or sales, preferably in the cloud/enterprise SaaS/software industry
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset; ability to take big ideas and make them simple and digestible
• Deep experience in interacting with a broad spectrum of CxOs with a passion for storytelling, narrative structure, and design
• Command for building consensus amongst numerous high-powered s