Director, Customer Engagement Strategy and Operations

Director, Customer Engagement Strategy And Operations

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.

Job Description

Team The Customer Engagement team partners with executives on our 360-degree approach to customer, partner, and internal employee engagements. The team collaborates with senior principals across the company to create long-term trusted relationships with key customers, accelerate our scale to $16B, and help make ServiceNow the best place to work.

Role This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Chief Transformation Office to elevate CxO engagements, increase wallet share, and curate 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 position is within the Strategic Customer Engagement team and works closely with field sales, marketing, and product teams. The goal is to expand the Chief Transformation Officer's influence by developing and implementing strategies for customer engagement and increasing NNACV. What you get to do in this role :

• Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales on which customers they should meet with and when
• Optimize the process for the Practitioner with customers end-to-end : ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, etc.
• Attend customer meetings, and capture major takeaways, maintain milestones, track, assign and drive the delivery of clear action items.
• Deepen strategic customer / partner relationships : work with the Sales and Customer Success organizations to proactively engage top customers and partners, close the loop when deals close of people the Practitioner has a relationship with, develop nurturing campaigns etc.
• Help define how slides and visuals will enhance a narrative or customer story
• Develop key metrics and capture and review data to continuously improve impact of Practitioner customer engagement
• Parachute into complex customer situations as the liaison for our CxOs when high visibility opportunities are at risk

Elevating CxO engagement

Qualifications

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

JV20

For positions in this location, we offer a base pay of $189,100 - $331,000, 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.