Customer Advocate Director

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.

This is an engaging opportunity to work as a trusted advisor to our Chief Commercial Officer (CCO) by driving cross-functional alignment to ensure a great experience for ServiceNow customers.
 
This role is critical in supporting ServiceNow executive engagement with our most strategic customers. The Customer Advocate Director will partner with the Americas Sales organization and associated GTM teams to identify the greatest opportunity areas for CCO influence. The candidate will ensure great experiences for our customers before, during, and after each interaction with ServiceNow.
 
This role will report to the Sr. Director, Customer Engagement Strategy, with visibility and exposure at the highest levels of ServiceNow.
 

What you get to do in this role:  

• Support in the creation and execution of ServiceNow’s CCO Customer Strategy
• Develop a forward-looking plan to prioritize CCO engagements across key Customers & Partners, working in collaboration with Major Area GVPs
• Drive an effective process for all customer/partner interactions - from qualification, to shaping a compelling executive narrative, to ensuring success on follow-up actions
• Establish a deep understanding of ServiceNow’s platform and incorporate into executive messaging for industry-centric solution opportunities
• Support the CCO in customer meetings – delivering key messaging, aligning on customer commitments, and driving the delivery of clear action items
• Assist in the definition of key success measures for CCO Customer Engagement, including quarterly reporting to analyze success and areas for improvement
• Contribute to elevation and sharing of best practices in customer engagement processes across the organization

To be successful in this role you should have: 

• A minimum of 10 years of work experience, or 8 years plus an MBA or advanced degree - ideally in a SaaS, top-tier management consulting, and/or sales & GTM strategy
• Sharp business judgment with the ability to see "big picture" and to critically prioritize
• Demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset
• Executive presence; excellent verbal and written communication
• Ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Demonstrated exceptional learning agility
• Ability to thrive in a dynamic environment, managing change and ambiguity with an action-orientation mindset
• High energy, strong work ethic, disciplined execution skills
• Proficient with Powerpoint, Excel, Tableau, and Dynamics as well as familiarity with several market-leading productivity tools

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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 $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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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