Director, Customer Engagement Strategy and Operations - CxO Advocate

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.

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Role

This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate progressive thought.

We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives. As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever.  This role will be part of the Chief Customer and Transformation Office and partner closely with field sales, marketing, and product teams to help scale CxO impact by creating and executing a customer engagement strategy.

What you get to do in this role: 

Own the Customer Engagement Strategy

The Customer Engagement strategy focuses on increasing wallet share by curating the right portfolio of customers, partners, and events for Executive Practitioners. This involves collaborating with regional sales teams to determine which customers should be engaged and when. The process is optimized for the Practitioner by ensuring thorough and thoughtful briefing documents, creating any necessary materials for meetings, and partnering with sales to deliver follow-up messages to customers. Attending customer meetings, capturing major takeaways, maintaining milestones, and tracking and assigning clear action items are key responsibilities. Additionally, deepening strategic relationships with customers and partners is crucial, requiring proactive engagement with top customers and partners in collaboration with the Sales and Customer Success organizations. This includes closing the loop when deals are finalized and developing nurturing campaigns. Practitioners are also tasked with defining how slides and visuals will enhance narratives or customer stories. Key metrics are developed, and data is continuously studied to improve the impact of customer engagement. In complex situations, Practitioners serve as a liaison for CxOs when high-visibility opportunities are at risk.

Elevate Customer Engagement Strategy

Elevating CxO engagement includes guiding, organizing, and managing executive-level special projects aimed at exploring and implementing changes in customer engagement. Best practices are codified and shared, while a foundation is built to scale events and speaking opportunities. Practitioners aim to become indispensable thought partners for CxOs and partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement. Global travel is required for key events. Practitioners are also responsible for creating and executing an events engagement strategy, partnering with cross-functional teams to secure desirable external speaking engagements, and establishing strong ties with the Now on Now and Communications teams to ensure the execution of an amplification strategy. This strategy includes social media, progressive content, internal enablement, and media. Additionally, securing customer-led speaking engagements that highlight ServiceNow is a critical goal.

To be successful in this role, we need someone who has:

• 12+ years of work experience across consulting, executive engagements, or sales, preferably in the cloud/enterprise SaaS/software industry
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset; ability to take big ideas and make them simple and digestible
• Deep experience in interacting with a broad spectrum of CxOs with a passion for storytelling, narrative structure, and design
• 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
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment with a strong ability to prioritize
• Executive presence, excellent verbal and written communication
• High energy, strong work ethic, disciplined execution skills
• Proficient with PowerPoint, Excel, PowerBI, and Dynamics and familiarity with several prominent productivity tools

JV20

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!

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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