Senior Manager, Customer Engagement Strategy and Operations

Team
The Customer Engagement team partners with executives on our 360-degree approach to customer partner and internal employee engagements. The team collaborates with senior principals across the company to create long-term trusted relationships with key customers accelerate our scale to $16B and help make ServiceNow the best place to work.

Role
This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Digital Technology organization 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 Strategic Customer Engagement organization and partner closely with field sales marketing and product teams to help scale Digital Technology teams impact by creating and executing a customer engagement strategy.


What you get to do in this role:

Own the Customer Engagement strategy:

• Increase wallet share through curating the right portfolio of Customers Partners and events our Executive Practitioners engage with working with regional sales on which customers they should meet with and when
• Optimize the process for the Practitioner 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
• Develop key metrics and capture and study data to continuously improve the impact of Practitioner customer engagement
• Parachute into complex customer situations as the liaison for our CxOs when high visibility opportunities are at risk

 
Elevating CxO engagement 

• Guide organize and manage executive-level special projects to explore and implement changes in customer engagement
• Contribute to codification and sharing of best practices
• Build a foundation to scale events and speaking opportunities
• Become an indispensable thought-partner for Practitioners
• Partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
• Global travel for key events
• Create and execute an events engagement strategy while partnering closely with cross-functional teams.

Key accomplishments will include securing desirable external speaking engagements securing strong ties with Now on Now and Communications teams to ensure an amplification strategy is executed (social progressive thought content internal enablement media etc.) and securing customer-led speaking engagements that highlight ServiceNow.

Qualifications :

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

• 8 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
• 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 PowerPoint Excel Power BI and Dynamics and familiarity with several prominent productivity tools

FD21

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 and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time