Director, Customer Engagement Strategy and Operations - CFO Advocate

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

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

What You Get To Do In This Role: 

In this role, you will own the Customer Engagement strategy, with a primary focus on increasing wallet share by curating the right portfolio of customers, partners, and events for Executive Practitioners. You will work closely with regional sales leaders to determine which customers they should engage with and when. This involves optimizing the end-to-end process for the Practitioner, ensuring they have comprehensive and thoughtful briefing documents, creating necessary materials for meetings, and partnering with sales teams to deliver effective follow-up messages to customers.

Additionally, you will attend customer meetings, capture key takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items. Your goal will be to deepen strategic customer and partner relationships by collaborating with Sales and Customer Success teams to proactively engage top customers and partners. This includes following up when deals close, developing nurturing campaigns, and fostering ongoing relationships with key stakeholders. You will also play a role in defining how slides and visuals can enhance narratives or customer stories.

A key responsibility will be developing and analyzing metrics to continuously improve the impact of Practitioner customer engagement. You will also be expected to parachute into complex customer situations, serving as a liaison for the CFO when high-visibility opportunities are at risk.

Another aspect of the role involves elevating CxO engagement. You will lead, organize, and manage executive-level special projects designed to explore and implement changes in customer engagement. Contributing to the codification and sharing of best practices will be vital, as will building a foundation to scale events and speaking opportunities.

As an indispensable thought-partner for Practitioners, you will collaborate closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement. Global travel for key events will be required, and you will also be responsible for creating and executing an events engagement strategy. This strategy will involve securing desirable external speaking engagements, working with the Now on Now and Communications teams to ensure an amplification strategy (including social media, thought leadership content, internal enablement, and media coverage), and securing customer-led speaking engagements that highlight ServiceNow’s capabilities.

Qualifications

To be successful in this role you have:

• 10+ 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 stakeholders and pushing forward to tangible output/outcomes quickly
• Proven capability to build and guide 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
• Ability to manage change and ambiguity with an action-orientation/drive - must t