Senior Manager, 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

What you get to do

This is an extraordinary opportunity to work daily with the leadership of our Technology Workflows to drive great experience and innovations in products for our customers. This role will accompany our Technology Workflows BU leader to his customer engagements 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  Director, Customer Engagement Strategy & Operations, and be matrixed to SVP & GM, Technology Workflows.

Essential duties and responsibilities : (including, but not limited to)

• Own the Customer Engagement strategy of the Technology Workflows BU
• Prioritize which Customers and Partners the GM should spend time with
• Optimize the process for GM’s engagement with Customers end-to-end
• Attend all Customer meetings, and capture major takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items
• Deepen strategic customer/partner relationships
• Develop key metrics and capture and analyze data to continuously improve the impact of Technology Workflow customer engagement
• Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the organization
• Contribute to codification and sharing of best practices in customer engagement across the organization
• Establish a deep understanding of all of ServiceNow’s product offerings in Technology Workflows and beyond

Qualifications

To be successful in this role you have

• 5+ years of work experience, or MBA or advanced degree graduate with at least 2 years of work experience total, ideally in a SaaS environment
• Sharp business judgment, ability to see "big picture" and to prioritize
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset
• 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 stakeholder groups
• Demonstrated exceptional learning agility
• Executive presence, excellent verbal and written communication
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment
• High energy, strong work ethic, disciplined execution skills
• Proficient with PowerPoint, Excel, Tableau, and Dynamics and familiarity with a number of market-leading productivity tools

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For positions in the Bay Area, we offer a base pay of $184,700 - $323,300, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On-Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.