Customer 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

The Customer Advocate accelerates ServiceNow’s most strategic deals by shaping executive engagement, strengthening value-driven storytelling, and creating clarity in complex, high-stakes customer situations.

This role partners closely with OGCO, other executive offices, sales leadership, account teams, and broader GTM teams to drive the strategy and execution for executive engagement with ServiceNow’s most strategic customers. The Advocate owns preparation, execution, and follow-up for executive interactions and critical deal moments, ensuring every engagement reinforces ServiceNow’s ambition to be the defining enterprise AI software company of the 21st century.

Key Responsibilities

Executive Engagement Strategy & Deal Acceleration

• Drive the strategy for executive engagement across ServiceNow’s most strategic customers, including defining objectives, messaging, and desired outcomes.
• Own end-to-end preparation and follow-up for high-stakes executive meetings involving ServiceNow leadership and C-suite customers.
• Partner with OGCO, executive offices, sales leadership, and account teams to ensure executive interactions are well-timed, well-framed, and aligned to ServiceNow’s long-term enterprise AI vision.
• Anticipate risks, objections, or blockers in complex deals and proactively propose paths forward.
• Step directly into critical customer conversations when needed to create momentum or resolve ambiguity.

Value-Led Storytelling & Deliverables

• Influence and co-create CEO-ready deliverables including executive briefing documents, POVs, proposals, and strategic narratives.
• Ensure every executive interaction clearly connects delivered value and future opportunity to customer priorities and enterprise transformation goals.
• Raise the quality bar on field deliverables by shaping structure, storyline, and strategic framing — not just editing content.
• Help account teams move beyond tactical updates into compelling, board-level narratives.

OGCO, Sales & GTM Partnership

• Serve as a trusted partner to OGCO, other executive offices, sales leadership, account teams, and GTM stakeholders across complex enterprise accounts.
• Provide deal strategy input, positioning angles, and executive context that helps move opportunities forward.
• Navigate enterprise customer politics and internal dynamics with confidence and discretion.
• Manage multiple simultaneous workstreams with urgency while maintaining quality and consistency.

Cross-Functional Alignment

• Align Sales, CS, Product, Legal, Finance, and executive offices around shared priorities for strategic customers and deals.
• Create clarity where ownership or direction is unclear, driving decisions and follow-through.
• Reduce friction by proactively coordinating the right stakeholders at the right time.

AI, Automation & Productivity

• Actively use AI and automation tools to reduce manual prep, content assembly, and administrative work.
• Apply AI to accelerate executive preparation, deal insights, and the creation of high-quality deliverables.
• Shift time from tactical execution to higher-value strategic work through smarter use of tools and workflows.
• Contribute to reusable templates, workflows, and best practices that scale advocacy impact across the team.

Qualifications

To be successful in this role you have:

• 8+ years of experience in enterprise sales, sales strategy, customer success, consulting, or a comparable customer-facing role.
• Proven track record influencing large, complex enterprise deals with multiple stakeholders.
• Direct experience operating in executive and C-suite environments.
• Experience shaping deal strategy and executive narratives that move opportunities forward.
• Ability to connect customer business priorities to clear, value-driven stories.
• Executive Presence: Clear, confident executive communicator trusted for judgment and discretion, able to create