Director, Customer Engagement Strategy & Operations

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

The Team
The ServiceNow Customer Success Organization (CSO) —which includes customer outcomes (services sales and expert services delivery), customer success delivery, product success, customer and partner excellence (home to our Impact BU), and our training and certification organization (including RiseUp!)—is focused on getting our customers to value across the end-to-end customer journey. As part of the central Customer Engagement Strategy & Operations team in the broader STEP Organization (Success, Technology, Experience & Platform) team, this role will be integral to strategic customer engagement. Our team is hungry and humble, and values creating a supportive and fast-paced learning environment for our members to thrive in.

 

Role

This is an extraordinary opportunity to partner with the SVP (Leader) Customer Success, and learn about and help delight customers. This role will create, with oversight of the SVP of Customer Success and the Senior Director of Strategic Product & Platform Operations, the strategy of how the Customer Success Organization’s key leaders engage with customers. This role will also support the 5 SVP/VPs to help prepare for major interactions with customers, partners, and internal/external stakeholders. Potential activities include: strategic approach to customer & partner engagements, end-to-end customer and partner meeting preparation and follow-up, bringing a strategic/customer voice to content for critical internal and external events, and collaborating with account and partner teams. Depending on the strategy outlined, this customer engagement team may expand.

We are looking for a Director who is a collaborator, strategic thinker, proven operator, effective influencer, understands our business, and who can rapidly demonstrate impact and value to the organization. The ideal candidate has a combination of strategy, planning, operations, sales and marketing, and software experience, and can thrive in high-growth, fast-paced environments, working across several varied stakeholders. 

What You Get To Do In This Role

• Co-own the Customer Engagement strategy of the Customer Success Organization
• Prioritize which Customers and Partners the key leaders in the Customer Success Organization should spend time with, working with regional sales and partner leads on which customers they should meet with, and 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, 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 Customer Success and SVP Customer Outcomes have relationships with, etc.
• Develop and communicate customer stories and feedback for shar