Director, Customer Engagement Strategy and Operations

Company: Servicenow
Location: Santa Clara
Posted on: February 1, 2025

Job Description:

Company DescriptionIt 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 DescriptionThis is an extraordinary opportunity to work daily with the President, COO & CPO of ServiceNow in high-visibility customer situations related to the ServiceNow product portfolio. In this role, you will accompany our President, COO & CPO to his customer engagements (virtual or in person), and will closely work with field and product teams to ensure a great experience for our customers before, during or after the meeting. This role will report to the Senior Director, Strategic Product & Platform Operations, but you will work directly with the SVP & GM of Technology Workflow.What You Get To Do In This Role

• The President and his team should prioritize which customers and partners to engage with by working closely with regional sales principals to determine which customers are most critical for meetings and when these engagements should take place.
• To optimize the engagement process, it's essential to ensure that thorough and thoughtful briefing documents are created, along with any necessary materials for the meeting.
• Partnering with the sales team is also crucial to deliver follow-up messages to customers.
• Attending all customer meetings is necessary to capture key takeaways, track milestones, and assign clear action items to drive delivery.
• Building and deepening strategic customer and partner relationships is a key focus, and this can be achieved by collaborating with Sales and Customer Success teams to proactively engage top customers and partners as needed.
• It's also important to develop and communicate customer stories and feedback to share with the Product and Platform organizations.
• To continuously improve customer engagement impact, developing key metrics, capturing data, and analyzing it is crucial.
• In addition to these ongoing tasks, the President's team will guide, organize, and manage executive-level special projects aimed at exploring and implementing changes in customer engagement across the Product Organization (STEP).
• Contributing to the codification and sharing of best practices across the organization will further strengthen these efforts.
• Developing a deep understanding of all ServiceNow product offerings is essential to becoming an indispensable thought partner for the President, COO, CPO, and their teams.QualificationsTo be successful in this role, you will need:

• 10+ years of work experience, preferably in investment banking, management consulting, tech strategy/ops functions, or something similar. Preferred candidates will have a combination of strategy and operating experience.
• Sharp business judgment, ability to see the 'big picture' and to prioritize.
• Passion for the demonstrated success, understanding, and fulfillment of internal or external customer needs; problem-solver mindset.
• Deep experience in interacting with a broad spectrum of CxOs.
• 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.
• Demonstrated exceptional learning agility.
• Executive presence, excellent verbal and written communication.
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment.
• High energy, strong work ethic, disciplined execution skills.
• Proficient with PowerPoint, Excel, Tableau, MS Dynamics, and familiarity with other top productivity tools.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 InformationWork PersonasWe 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.Equal Opportunity EmployerServiceNow 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.AccommodationsWe 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 RegulationsFor 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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Keywords: Servicenow, San Jose , Director, Customer Engagement Strategy and Operations, Executive , Santa Clara, California