Director, Customer Engagement Strategy & 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
This is an extraordinary opportunity to work closely with the SVP & GM of Technology Workflows in high-visibility customer interactions across the ServiceNow product portfolio. As the Director of Customer Engagement Strategy and Operations, you will lead a small team, manage executive-level customer engagements, and collaborate with field and product teams to drive exceptional customer experiences.
Reporting to the Senior Director, Strategic Product & Platform Operations, you will work directly with the SVP & GM of Technology Workflows to ensure seamless customer interactions before, during, and after meetings.
What You Get To Do In This Role

• Strategic Customer Engagement
  • Own and optimize the SVP & GM's customer engagement strategy, prioritizing key customer and partner interactions.
  • Collaborate with regional sales principals to identify high-impact customer meetings and determine optimal timing.
  • Ensure comprehensive preparation for customer engagements, including briefing materials, necessary resources, and coordinated follow-ups.
  • Attend customer meetings, capture key takeaways, track milestones, and assign actionable next steps.

• Strengthening Customer & Partner Relationships
  • Partner with Sales and Customer Success teams to proactively engage and strengthen key customer relationships.
  • Gather, analyze, and communicate customer insights to Product and Platform teams to influence product enhancements.
  • Establish and monitor key performance metrics to continually improve customer engagement impact.

• Executive-Level Special Projects & Thought Leadership
  • Drive strategic initiatives that enhance customer engagement within the Product Organization (STEP).
  • Develop best practices for customer engagement and share insights across the organization.
  • Build deep expertise in ServiceNow's product offerings to become a trusted advisor to the SVP & GM of Technology Workflows.

Qualifications
Successful candidates typically bring:

• 10-15+ years of overall experience.
• Career experience within in investment banking or top-tier management consulting or alike is highly sought after.
• Experience in strategic and operating roles, with experience managing and influencing C-level relationships.
• Deep understanding of digital transformation and driving strategic enterprise level initiatives.
• Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments.
• Strong analytical and strategic thinking, with proficiency in PowerPoint, Excel, Tableau, MS Dynamics, and leading productivity tools.
• Track record of building and guiding high-performing teams in both direct and matrixed capacities.
• Exceptional ability to influence, motivate, and drive collaboration across diverse teams.
• Sales acumen related to technology, with a strong understanding of enterprise customer needs.
• Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments.
• Executive presence, with outstanding verbal and written communication skills.
• Passion for customer success and a relentless drive to deliver impact.

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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 $215,900 - $377,900, 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 .
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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