Now on Now Customer Engagement Manager

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.

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. 

The Now on Now Customer Engagement Manager will be responsible for executing comprehensive go-to-market (GTM) strategies, streamlining customer engagement processes, and collaborating cross-functionally to accelerate Now on Now growth and drive pipeline. This role requires a broad understanding of the ServiceNow product landscape, leadership abilities, and the capability to drive cross-functional collaboration for business growth. The Operations Manager will work closely with Sales, Marketing, Business Leaders, DTLT, and Customer Success teams to enhance the ServiceNow pipeline and increase customer engagement through Now on Now offerings.

What you get to do in this role:

• Execute scalable processes to integrate Now on Now leaders into various GTM initiatives, including Executive Briefing Centers (EBC), customer calls, workshops, events and webinars 
• Drive enablement of Executives and practitioners on how ServiceNow products are leveraged internally across the company by ServiceNow  
• Drive the execution of Customer engagement processes including workshops and EBCs, ensuring smooth coordination across multiple teams.
• Triage workshop and EBC agendas, understand customer pain points and drive Now on Now solutions for customer discussions
• Collaborate with cross-functional teams including sales, presales, product, and customer success to align on goals, timelines, and resources.
• Own and execute the Customer Intake process end to end. Identify automation opportunities in the Intake process
• Identify bottlenecks and inefficiencies in current go-to-market operations and implement process improvements to optimize time-to-market.
• Track the performance of GTM initiatives, using data-driven insights to iterate and improve.
• Develop and maintain dashboards for stakeholders to easily access real-time GTM performance metrics.

To be successful in this role you have:

• Experience: 12 years of overall experience.  With 7 years of experience in go-to-market execution, product marketing, or a sales operations role within the technology sector, including at least 4 years in a management position.
• ServiceNow Knowledge: Strong understanding of the ServiceNow Product landscape and value proposition. 
• Education: Bachelor’s degree in business, Marketing, Technology, or a related field; MBA preferred.
• Leadership: Proven track record of managing cross-functional teams and driving successful product offerings.
• Analytical Skills: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Communication: Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment with a high degree of change and complexity.

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!

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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