Director, Customer Engagement Strategy and Operations

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 Team
Join a high-impact team within the Chief Customer and Transformation Office, working closely with Executive Practitioners to elevate CxO engagement, increase wallet share, and craft compelling narratives. You'll partner with sales, marketing, and product teams to build and scale a world-class customer engagement strategy.
The 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:

• Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales teams 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 review data to continuously improve the impact of Practitioner customer engagement
• Parachute into complex customer situations as 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 content, internal enablement, media, etc.), and securing customer-led speaking engagements which highlight ServiceNow.

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

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ 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

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For positions in this location, we offer a base pay of $189,100 - $331,000, 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 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 law. In 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 [email protected] 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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