Global Industry & Solutions Customer Advocate Sr. Manager

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

What You’ll Do:

This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate progressive thought. 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 Global Industry & Solution’s team and partner closely with field sales, marketing, and product teams to help scale CxO impact by creating and executing a customer engagement strategy.

How You’ll Do It: 

Own and Elevate the Customer Engagement strategy:

• Increase wallet share through curating the right portfolio of Customers, Partners, and events for the Executive Practitioner to engage with, working with regional sales leaders on which customers they should meet with and when
• Optimize the process 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
• Guide, organize, and manage executive-level special projects aimed at exploring and implementing changes in customer engagement. Best practices are codified and shared, while a foundation is built to scale events and speaking opportunities. Practitioners aim to become indispensable thought partners for CxOs and partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement.
• Develop key metrics and capture and analyse data to continuously improve impact customer engagement

• Create and execute an events engagement strategy, partnering with cross-functional teams to secure desirable external speaking engagements, and establishing strong ties with the Now on Now and Communications teams to ensure the execution of an amplification strategy. This strategy includes social media, progressive content, internal enablement, and media.

Qualifications

To be successful in this role you have:

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 10+ years of work experience across management consulting or GTM functions, preferably in the cloud/enterprise SaaS/software industry
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset; ability to take big ideas and make them simple and digestible
• Deep experience in interacting with a broad spectrum of CxOs with a passion for storytelling, narrative structure, and design
• Command for building consensus amongst numerous high-powered stakeholders and pushing forward to tangible output/outcomes quickly
• Proven capability of building and guiding 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
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment with a strong ability to prioritize
• Executive presence, excellent verbal and written communication
• High energy, strong work ethic, disciplined execution skills
• Proficient with P