Senior Manager, Customer Engagement Strategy & 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

This is a meaningful opportunity to work closely with the SVP Product Management in high-visibility customer and partner interactions, cutting across the ServiceNow product portfolio. As the Sr Manager of Customer Engagement Strategy & Operations, you will manage executive-level customer and partner engagements, and collaborate with commercial, partner, and product teams to grow and strengthen customer and partner relationships.
 
This role enables executive focus and visibility while giving you exposure across product, sales, and field teams on high-impact priorities. You’ll help deliver high-quality customer experiences through cross-functional coordination and operate as a trusted thought partner to product and sales stakeholders.
 
This role reports to the Sr Director, Customer Engagement for the Office of the President, COO & CPO.
 
What You Get To Do In This Role:

In this role, you will shape the Customer Engagement strategy for the SVP, owning and optimizing efforts while prioritizing key interactions with customers and partners. You will collaborate with Sales Principals, Business Development, and teams across Product and Engineering to identify and enhance high-impact touchpoints. A core responsibility includes strengthening customer and partner relationships by ensuring thorough preparation for every engagement—this includes compiling briefing materials, organizing necessary resources, and managing coordinated follow-ups. Attendance at all customer and partner meetings is expected, where you'll capture major takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items on behalf of the GM.

You will engage cross-functionally on critical company priorities, including supporting ServiceNow’s AI initiatives. This involves close collaboration with the AI Go-to-Market and Applied AI Black Belt teams to effectively position innovative AI-powered solutions to customers and partners. Additionally, you will participate in evaluating and forming technology partnerships and strategic alliances to enhance customer value. This role also provides the opportunity to work with a high-performing Customer Engagement team and gain broad cross-functional exposure by partnering directly with teams in Product, Sales, and Go-to-Market functions.

Qualifications

To be successful in this role, you have:

• 10+ years of work experience, including exposure to product, sales, strategy, partnerships, or similar functions. 4+ years in top-tier management consulting is strongly preferred
• Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI’s potential impact on the function or industry. 
• Strong diagnostic and strategic thinking, including the ability to define and understand market landscapes in technology, and understand the positioning of different players
• Executive presence, with outstanding verbal and written communication skills.
• Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments.
• Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments.
• Sharp business judgment, ability to see the "big picture" and to prioritize quickly
• Experience in leveraging or critically thinking about how to integrate AI into work processes, elections, or problem-solving. This may include using AI-powered tools, automating workflows, examining AI-derived insights, or exploring AI’s potential impact on the function or industry.
• Proficiency with PowerPoint, Excel, PowerBI, and Dynamics, as well as familiarity with several of the top  productivity tools

FD21

For positions in this location, we offer a base pay of $193,000 - $337,800, 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 indiv