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 investment banking or top-tier management consulting 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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