Senior Manager, Customer Engagement Strategy & Operations – Experience

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 exceptional opportunity to collaborate closely with the leadership of our Design and Experience team to enhance customer experiences and evangelize innovation in our products. The individual in this role will work directly with the EVP and Chief Experience Officer at ServiceNow, partnering with the field, design teams, and product teams to ensure a seamless experience before, during, and after each customer interaction.

This role will report to the Senior Director of Customer Engagement Strategy & Operations while supporting the Design and Experience team.

What You Get To Do In This Role:

• Develop and execute the Customer Engagement strategy for the Design and Experience organization.
• Prioritize key Customers and Partners for engagement.
• Optimize the end-to-end process for GM interactions with Customers.
• Participate in all Customer meetings, capturing key insights, maintaining milestones, tracking action items, and ensuring follow-through.
• Strengthen strategic relationships with Customers and Partners.
• Establish key performance metrics and analyze data to enhance the effectiveness of customer engagements.
• Lead, coordinate, and manage executive-level special projects aimed at improving customer engagement across the organization.
• Contribute to the documentation and sharing of best practices in customer engagement.
• Develop a deep understanding of ServiceNow’s product offerings and broader solutions.

Successful candidates typically bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10–12+ years of relevant experience (preferably in consulting, technical solution consulting, product management, or digital transformation programs).
• Strong storytelling skills to craft compelling narratives around product capabilities that align with business objectives.
• Ability to assess product demonstrations, understand customer needs, and tailor messaging to highlight value.
• Experience coordinating across multiple cross-functional teams and executing at a high level.
• A passion for understanding and fulfilling customer needs with a problem-solving mindset.
• Strong prioritization skills to evaluate meetings, initiatives, and tasks that drive the greatest impact.
• Sharp business judgment with the ability to see the big picture and focus on strategic priorities
• Exceptional influence and collaboration skills, with the ability to motivate teams and resolve conflicts across diverse stakeholders

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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 $193,000 - $337,800, 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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