Director, Customer Engagement Strategy & Operations, Moveworks from ServiceNow

ServiceNow•Mountain View, CA

4d•$219,600 - $384,300•Onsite

About The Position

This high-impact role sits at the intersection of customer strategy, executive engagement, sales, and product insight within the Moveworks from ServiceNow business unit. The Director shapes and executes the customer engagement strategy for the executive team, representing that team in strategic customer and partner interactions. As a trusted extension of the executive team, the Director communicates its perspective 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. It requires five days per week in the Mountain View, California office, with the employee present when key Principals are in the office. The Director translates product, customer, and go-to-market priorities into an executive engagement strategy; plans how executive capacity is allocated; prepares and represents executives in high-stakes meetings; turns customer and partner signals into business recommendations; and builds the operating model and cross-functional execution needed to move strategic engagements forward. The position is based in or requires relocation to the San Francisco Bay Area. The listed base pay is $219,600–$384,300, plus equity when applicable, variable or incentive compensation, and benefits. Individual total compensation varies based on qualifications, skills, competencies, and work location.

Requirements

10+ 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.
Proven ability to operate in high-stakes, cross-functional environments, build consensus among senior stakeholders, and drive results.
Product fluency in AI and enterprise SaaS, including the ability to connect technical capabilities to customer outcomes.
Fluency with AI tools for research, synthesis, communication, and workflow automation.
Exceptional judgment in ambiguous situations; comfort operating at speed and with high visibility; ability to determine when to act independently and when to escalate.
Based in or willing to relocate to the San Francisco Bay Area and able to work in the Mountain View, California office five days per week 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 and allocate executive customer-facing capacity according to expected customer, partner, and commercial impact.
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, and develop scalable customer engagement approaches.
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 meetings.
Represent the executive team in customer and partner meetings, build confidence with customers and executives, and drive follow-through across teams.
Craft executive narratives that connect product strategy to customer priorities.
Steward key technology partnerships and strategic alliances.
Synthesize patterns from customer and partner engagements into recommendations for senior executives, and work with Product and GTM Principals to translate insights into roadmap, positioning, and go-to-market decisions.
Establish and run the operating rhythm and AI-enabled workflows for prioritizing, preparing, and acting on strategic engagements.
Act as the strategic quarterback for complex customer needs and critical account escalations by representing the executive team, mobilizing Moveworks and ServiceNow teams, and removing blockers.
Determine when executive input is unnecessary and when executive intervention is required, bringing forward matters that need it with a clear point of view and considered tradeoffs.