Customer Engagement Strategy and Operations Director

ServiceNow•Addison, TX

3h•Hybrid

About The Position

This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Digital Technology organization to elevate CxO engagements, increase wallet share, and curate thought leadership. 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 Strategic Customer Engagement organization and partner closely with field sales, marketing, and product teams to help scale Digital Technology leadership’s impact by creating and executing a customer engagement strategy.

Requirements

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.
15+ 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 leading 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 market-leading productivity tools

Responsibilities

Own the Customer Engagement strategy:
Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales leaders 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 analyze 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
Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement
Contribute to codification and sharing of best practices
Build a foundation to scale events and speaking opportunities
Become an indispensable thought-partner for Practitioners
Partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
Global travel for key events
Create and execute an events engagement strategy while partnering closely with cross-functional teams. Key accomplishments will include securing desirable external speaking engagements, securing strong ties with Now on Now and Communications teams to ensure an amplification strategy is executed (social, thought leadership content, internal enablement, media etc.) and securing customer-led speaking engagements which highlights ServiceNow.