Director, Customer Engagement Strategy and Operations

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Role-

This is an extraordinary opportunity to work daily with the leadership of our President & COO to drive great tech team experience and innovations in products for our customers, and work regularly in high visibility customer situations related to the ServiceNow product portfolio. This role will accompany our President & COO to his customer engagements and will closely work with field and product teams to ensure a great experience for our customers before, during and after the meeting. This role will report to the Senior Director, Strategic Product & Platform Operations, but you work directly with the President & COO.

What You Get To Do In This Role

• Co-own the Customer Engagement strategy of the President & COO
• Prioritize which Customers and Partners that he should spend time with, working with regional sales leads on which customers he should meet with, when.
• Optimize the process for engagement 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 all 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 President & COO has a relationship with, etc
• Develop and communicate customer stories and feedback for sharing with the Product and Platform organization
• Develop key metrics and capture and analyze data to continuously improve impact of customer engagements
• Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Product Organization
• Contribute to codification and sharing of best practices in customer engagement across the organization
• Establish a deep understanding of all ServiceNow’s product offerings
• Become an indispensable thought-partner for the President & COO

To be successful in this role you have:

• 10+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in banking, management consulting, tech strategy/ops function or similar. Preferred candidates will have a combination of consulting and operating experience
• Sharp business judgment, ability to see the "big picture" and to prioritize
• Passion for and demonstrated success in understanding and fulfilling 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 leading high-performing teams, either in a direct or indirect/matrixed capacity
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve the 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, and Dynamics and familiarity with a number of market-leading productivity tools

For positions in the Bay Area, we offer a base pay of $178,900 - $313,100, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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