Director, Customer Engagement Strategy and Operations - Technology Workflows

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 extraordinary opportunity to work daily with the SVP & GM of Technology Workflows in high-visibility customer situations related to the ServiceNow product portfolio. In this role will lead a small team, accompany our SVP & GM of Technology Workflows to his customer engagements (virtual or in person), and will work closely 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 will work directly with the SVP & GM of Technology Workflows.

What You Get To Do In This Role

The Director, Customer Engagement Strategy and Operations will manage a small team responsible for owning of the SVP & GM of Technology Workflows. This involves prioritizing which customers and partners the SVP and his team should focus on, working with regional sales principals to identify key customers for meetings and the ideal timing for these engagements. The process for customer engagement must be optimized end-to-end, ensuring that briefing documents are thorough and thoughtful, necessary meeting materials are created, and that the sales team is involved in delivering follow-up messages to customers. Attending all customer meetings is critical to capturing major takeaways, maintaining milestones, and tracking and assigning clear action items to drive successful outcomes.

Strengthening strategic relationships with customers and partners is a top priority. This can be achieved by collaborating with the Sales and Customer Success organizations to proactively engage key customers and partners as needed. Additionally, developing and communicating customer stories and feedback for the Product and Platform teams is vital for improving the products and services. Key metrics should be established, and data should be continuously studied to improve the overall impact of customer engagements.

The team will also guide and manage executive-level special projects to explore and implement changes in customer engagement within the Product Organization (STEP). Contributing to the codification and sharing of best practices across the organization will ensure a consistent and effective approach to customer engagement. It is also essential to gain a deep understanding of all ServiceNow product offerings to become an indispensable thought partner for the SVP & GM of Technology Workflows.

To be successful in this role, you will need:

• 15 years of work experience, preferably in investment banking, management consulting, tech strategy/ops function, or 13 years’ experience with an MBA.
• Preferred candidates will have a combination of strategy and operating experience
• Owning and influencing C Level Relationship
• Understanding of Digital Transformation
•  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 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
• Sales DNA related to Tech ideally
• 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, MS Dynamics, and familiarity with several top productivity tools
• Sharp business judgment, ability to see "big picture" and to prioritize
• Passion for and demonstrated success, understanding, and the fulfillment of internal or external customer needs; problem-solver mindset

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 $215,900 - $377,900, 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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