Sr Director, Customer Engagement

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

We are looking for a Senior Director to work as a trusted partner to our Chief Commercial Officer by driving cross-functional alignment to ensure a great experience for ServiceNow’s customers.  This is an opportunity with visibility and exposure at the highest level of ServiceNow.

What you get to do in this role:

• Support in the creation and execution of the CCO Customer Strategy
• Create a forward looking plan to prioritize CCO Customer & Partner engagements
• Optimize the customer engagement process for the ServiceNow CCO, first meeting to deal execution
• Ensure team is leading customer engagements with excellence via strategic partnerships with sales teams, thorough and thoughtful briefing documents, compelling and relevant meeting materials and best-in-class follow ups
• Prioritize which Customers and Partners Executives spend time with, working with the CCO Chief of Staff, Geo Presidents and Major Area GVP’s.
• Establish a deep understanding of all ServiceNow’s product offerings and incorporate this into customer discussions / solutions
• Operate as Customer Engagement lead for the ServiceNow CCO on the most complex customer meetings / initiatives
• Work with Sales, Product, Engineering and Industry leadership teams to problem-solve and resolve key customer issues that are stalled
• Deepen customer/partner relationships: work with the Sales and Customer Success organizations to proactively engage top customers and partners
• Lead quarterly reporting of team performance to demonstrate the impact and reach of CCO
• Capture major takeaways, maintain milestones, and track, assign and drive the delivery of clear action items. Work with leadership team to escalate key issues that are stalled. 
• Expand the team while sustaining gold-standard performance and high operational efficiency

Qualifications

To be successful in this role you have:

• 10+ years of work experience preferably in management consulting, Sales, GTM strategy & ops or tech strategy & ops
• Preferred candidates will have a combination of strategy, business operations and sales experience
• Track record of managing and developing high-performing teams
• Exceptional learning agility and influencing skills. Must thrive in a dynamic environment
• Demonstrated success understanding and fulfilling complex internal or external customer needs; problem-solver mindset
• Sharp business judgment, ability to see "big picture" and to prioritize
• Executive presence, excellent verbal and written communication
• Ability and willingness to travel up to 50% of time

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $212,100 - $381,900, 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 individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here