Customer Advocacy Manager - Senior

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 proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:   

The Team 

The Customer & Partner Excellence Team enables value realization for ServiceNow Customers & Partners via ServiceNow Impact; a first of its kind platform + customer success offering. Impact provides real-time insights on ServiceNow investments, and tailored guidance to accelerate business outcomes. We blur organizational boundaries across the Customer Organization to achieve unprecedented success, together.  

The Role 

Reporting to the Sr. Director of Strategy, Planning & Operations, the Sr. Manager, Customer Advocacy, you will partner closely with the SVP, Customer & Partner Excellence as a strategic thought partner on critical customer interactions. Key contributions will include; developing & executing our rhythm of engagement, holistic preparation from briefing of internal teams, and meeting follow-ups. You will infuse the voice of the customer into internal & external facing content, collaborating with stakeholders to showcase stories, resolve challenges and cultivate opportunities. The ideal candidate has a combination of strategy, planning, sales and marketing, and software experience, and thrives in high growth, fast paced environments, working across stakeholders. 

The Responsibilities  

• Lead, manage, and optimize the SVP’s customer and partner engagements; ensure thorough and high-quality briefing documents, create meeting content, partner with sales to deliver follow-up messages to the customer, required updates to CRM etc  

• Prioritize and align SVP engagement with specific Customers and Partners, gaining input from regional sales and Partner leads on which customers/partners to engage, and desired outcomes   

• Create holistic, proactive, customer and partner meeting strategy and plan (in addition to requested meetings) working across Customer Outcomes, Customer Experience, Customer & Partner Excellence, Sales, and Partner organizations  

• Attend select customer and partner meetings, capture & socialize takeaways, maintain milestones, track, assign and drive the delivery of clear action items across all Executive offices and functional groups in service of the customer  

• Develop and communicate outcome-led customer stories and themes that can be leveraged with customer, partners, and internal audiences  

• Lead key messaging and talk tracks in preparation for key internal and external meetings, such as C-level executives from other companies, Knowledge- our customer conference, our sales kickoff, VC firms and analysts  

• Dive into complex customer situations on behalf of SVP and drive to closure  

• Track and improve key metrics and capture analysis to continuously raise the bar on engagements and to drive the strategy and plan going forward 

Qualifications

To be successful in this role you have:

• 5-7 years of work experience across consulting, executive engagements, analyst relations or sales, preferably in the cloud/ enterprise SaaS / software industry