Director, Customer Engagement Strategy and Operations - CxO Advocate

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

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.

Role

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 Chief Customer and Transformation Office and partner closely with field sales, marketing, and product teams to help scale CxO impact by creating and executing a customer engagement strategy.

What you get to do in this role: 

Own the Customer Engagement Strategy

The Customer Engagement strategy focuses on increasing wallet share by curating the right portfolio of customers, partners, and events for Executive Practitioners. This involves collaborating with regional sales teams to determine which customers should be engaged and when. The process is optimized for the Practitioner by ensuring thorough and thoughtful briefing documents, creating any necessary materials for meetings, and partnering with sales to deliver follow-up messages to customers. Attending customer meetings, capturing major takeaways, maintaining milestones, and tracking and assigning clear action items are key responsibilities. Additionally, deepening strategic relationships with customers and partners is crucial, requiring proactive engagement with top customers and partners in collaboration with the Sales and Customer Success organizations. This includes closing the loop when deals are finalized and developing nurturing campaigns. Practitioners are also tasked with defining how slides and visuals will enhance narratives or customer stories. Key metrics are developed, and data is continuously studied to improve the impact of customer engagement. In complex situations, Practitioners serve as a liaison for CxOs when high-visibility opportunities are at risk.

Elevate Customer Engagement Strategy

Elevating CxO engagement includes guiding, organizing, and managing 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. Global travel is required for key events. Practitioners are also responsible for creating and executing 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. Additionally, securing customer-led speaking engagements that highlight ServiceNow is a critical goal.

Qualifications

To be successful in this role, we need someone who has:

• 12+ years of work experience across consulting, executive engagements, or sales, 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