Director, Customer Engagement Strategy and 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 on the 2021 list of FORTUNE World's Most Admired Companies®.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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.

Team
The Office of the CDIO partners with our CDIO, CTOs, and Digital Technology SVPs (DTLT) on our 360-degree approach to customer, partner and internal employee engagements. The team collaborates with senior leadership across the company to create long-term trusted relationships with key customers, accelerate our scale to $16B, and help make ServiceNow the best place to work.

Role
This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate thought leadership.

We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives. As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever.

This role will be part of the Office of the CDIO and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT impact by creating and executing a customer engagement strategy.

What you get to do in this role:  

Own the Customer Engagement strategy:

• Increase wallet share through curating the right portfolio of Customers, Partners and events our Executive Practitioners engage with, working with regional sales leaders on which customers they should meet with and when
  • Optimize the process for the Practitioner 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 customer meetings, and 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 Practitioner has a relationship with, develop nurturing campaigns etc
  • Help define how slides and visuals will enhance a narrative or customer story
  • Develop key metrics and capture and analyse data to continuously improve impact of Practitioner customer engagement
  • Parachute into complex customer situations as liaison for our CTOs when high visibility opportunities are at risk

• Elevating CxO engagement via events, purposeful disruption
  • Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Digital Technology organization
  • Contribute to codification and sharing of best practices
  • Build a foundation to scale events and speaking opportunities
  • Become an indispensable thought-partner for Practitioners
  • Partner closely with senior stakeholders and cross functional teams to develop relevant messaging for each engagement
  • Global travel for key events
  • Create and execute an events engagement strategy while partnering closely with cr