Senior Manager, Customer Engagement Strategy and Operations

ServiceNow•Addison, TX

39d

About The Position

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. 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 progressive 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 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 teams' impact by creating and executing a customer engagement strategy. What you get to do in this role: 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 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 study data to continuously improve the 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 Guide, 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, progressive thought content, internal enablement, media, etc.), and securing customer-led speaking engagements that highlight ServiceNow.

Requirements

8+ 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 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
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, Power BI, and Dynamics, and familiarity with several prominent productivity tools

Responsibilities

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 study data to continuously improve the impact of Practitioner customer engagement
Parachute into complex customer situations as the liaison for our CxOs when high visibility opportunities are at risk
Guide, 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.