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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

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 Organization—which includes customer outcomes, customer & partner excellence, customer experience, and our training and certification organization—is focused on getting our customers to value across the end-to-end customer journey and championing Customer Experience across ServiceNow. As part of the broader Strategic Operations team this role will be integral to strategic customer and partner engagement. Our team is hungry but humble, and values creating a supportive and fast paced learning environment for our members to thrive in.

The Role

This is an extraordinary opportunity to partner with the Chief Customer Officer, learn about and help delight customers and partners, and be a strategic thought partner on critical customer interactions. This role will support the Head of Engagement, Planning, and Operations; the Chief Customer Officer; and other members of the working team (Communications, HR, Office of the CEO/CIO/CPO/CSO) 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.

We are looking for a Director who is a collaborator, strategic thinker, 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, sales and marketing, and software experience, and is able to thrive in high growth, fast paced environments, working across a number of varied stakeholders.

Responsibilities:

• Lead, manage, and optimize the CCO’s customer and partner engagements; ensure thorough and high quality briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, required updates to CRM etc.
• Prioritize and align which Customers and Partners the CCO spends time with, working with regional sales and Partner leads on which customers/partners they should meet with, when.
• Create holistic, proactive, customer and partner meeting strategy and plan (in addition to requested meetings) working across Customer Outcomes, Customer Experience, Customer & Partner Excellence, Sales, and Partner organizations
• Attend select customer and partner meetings, capture major takeaways, maintain milestones, track, assign and drive the delivery of clear action items across all Executive offices and functional groups in service of the customer.
• Develop and communicate customer stories on critical themes – that can be leveraged with customer, partners, and internal audiences
• Lead key messaging and talk tracks in preparation for key internal and external meetings, such as C-level executives from other companies, Knowledge- our customer conference, our sales kickoff, VC firms and analysts
• Dive into complex customer situations on behalf of CCO and drive to closure
• Track and improve key