Director, Customer Engagement Strategy & Operations, Moveworks from ServiceNow

ServiceNow•Mountain View, CA

2d•Onsite

About The Position

This is a high-impact role at the intersection of customer strategy, executive engagement, sales, and product insight within Moveworks from ServiceNow. The Director shapes and executes the executive team's customer engagement strategy, representing the team in strategic customer and partner interactions. As a trusted extension of the executive team, this person exercises its voice and judgment and maintains continuity of customer relationships and insights throughout the engagement lifecycle. The role reports to the Director, Customer Engagement Strategy, within the APEX organization, and requires five days per week in the Mountain View, California office. The position translates product, customer, and go-to-market priorities into an executive engagement strategy; directs executive customer-facing capacity toward opportunities with the greatest potential impact; and partners with Sales, Business Development, and Product to advance high-impact customer and partner opportunities. It represents executive positions and commitments, prepares teams for high-stakes meetings, stewards strategic partnerships, and turns customer and partner signals into recommendations for product, positioning, and go-to-market decisions. The Director also builds the operating rhythm and AI-enabled workflows for strategic engagement, and acts as the strategic lead on complex customer needs and critical account escalations. This involves mobilizing teams across Moveworks and ServiceNow, removing blockers, deciding when executive intervention is necessary, and bringing forward escalations with a clear point of view and considered tradeoffs.

Requirements

10 or more years of experience in management consulting, product, sales, strategy and operations in a technology company, or similar functions.
Track record of earning senior executives' trust and speaking and acting on their behalf with credibility, judgment, and discretion.
Executive presence and outstanding verbal and written communication skills, including presenting to C-suite audiences and crafting concise strategic narratives.
Demonstrated ability to operate in high-stakes, cross-functional environments, build consensus among senior stakeholders, and drive results.
Fluency in AI and enterprise SaaS products, with the ability to connect technical capabilities to customer outcomes.
Proficiency with AI tools for research, synthesis, communication, and workflow automation.
Exceptional judgment in ambiguous, fast-paced, high-visibility situations, including knowing when to act independently and when to escalate.
Based in or willing to relocate to the San Francisco Bay Area.
Able to work five days per week in the Mountain View, California office and be present when key Principals are in the office.

Nice To Haves

Prior experience in AI or SaaS.
Experience with enterprise AI platforms such as ServiceNow or Moveworks.

Responsibilities

Translate product, customer, and go-to-market priorities into an executive customer engagement strategy.
Allocate executive customer-facing capacity, making tradeoffs about where executive engagement can most influence customer, partner, and commercial outcomes.
Partner with Sales, Business Development, and Product to identify and advance high-impact customer and partner opportunities that drive new business.
Anticipate emerging needs, surface gaps and risks early, and create scalable approaches to customer engagement.
Represent the executive team's position, intent, and commitments to account teams.
Prepare talk tracks, strategic context, stakeholder maps, and industry intelligence for high-stakes customer and partner meetings.
Represent the executive team in customer and partner meetings, build confidence, and drive follow-through across teams.
Craft executive narratives that connect product strategy to customer priorities.
Steward key technology partnerships and strategic alliances.
Synthesize customer and partner engagement patterns into recommendations for senior executives.
Partner with Product and GTM Principals to translate customer signals into roadmap, positioning, and go-to-market choices.
Establish and run the operating rhythm and AI-enabled workflows that prioritize, prepare, and translate strategic engagements into action.
Lead complex customer needs and critical account escalations, mobilizing teams across Moveworks and ServiceNow and removing blockers.
Determine when executive input is unnecessary and when executive intervention is required, bringing forward escalations with a clear point of view and worked-through tradeoffs.