Director, Customer Engagement Strategy and Operations at ServiceNow

Santa Clara, California, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

331000.0

Posted On

22 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement Strategy, Storytelling, Executive Presence, Data Analysis, Collaboration, Change Management, Problem Solving, Team Leadership, Communication, AI Integration, Sales Strategy, Event Management, Stakeholder Management, Project Management, Narrative Structure, Influencing

Industry

Software Development

Description

Company Description 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 Office of the CDIO partners with our CDIO, CTOs, and Digital Technology SVPs (DTLT) on our 360-degree approach to customer, partner and internal employee engagements. The team collaborates with senior leadership 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 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 Office of the CDIO and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT 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 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 analyse data to continuously improve impact of Practitioner customer engagement Parachute into complex customer situations as liaison for our CTOs when high visibility opportunities are at risk Elevating CxO engagement via events, purposeful disruption Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Digital Technology organization 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 highlight ServiceNow. Qualifications In order to be successful in this role, we need someone who has: 10+ years of work experience across consulting, executive engagements, or sales, preferably in the cloud/enterprise SaaS/software industry Experience in leveraging or critically thinking about how to integrate AI into work processes, judgements or problem-solving. This may include using AI-powered tools, automating workflows, studying AI-influenced insights, or exploring AI’s potential impact on the function or 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, Tableau, and Dynamics and familiarity with several market-leading productivity tools 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. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote

Responsibilities

The role involves owning the customer engagement strategy, optimizing processes for executive practitioners, and deepening strategic customer relationships. Additionally, it includes leading special projects and developing metrics to improve engagement impact.