Senior Customer Engagement Strategy & Operations Manager

at  Servicenow

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description

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 Transformation Office and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT impact by optimizing our customer engagement strategy.

WHAT YOU GET TO DO IN THIS ROLE:

Drive evolution of the Transformation Office:

You will shape the strategy of the Transformation Office in EMEA, the approach to the EMEA market and take a lead role in the development of Now-on-Now EMEA.

• Collaborate with CTO to craft vision for EMEA Transformation Office (CTO coverage models, market/industry prioritization, staffing, etc.)
• Develop, maintain and continuously refresh Transformation Office EMEA customer portfolios in concert with CTOs.
• Build relationships and author a combined NoN + Transformation Office roadmap for EMEA with sales and marketing leaders
• Identify key metrics and capture and analyze data to continuously improve impact of CTO customer engagement
• Establish connectivity with Transformation Office teams in the Americas and APAC to ensure high degree of consistency in approach and delivery.
• Leverage QBRs to deliver insight, coaching and updates on regional priorities.

Own the customer engagement approach:

You will increase our wallet share through curating the right portfolio of Customers, Partners and events our CTO engages with, working with regional sales leaders on which customers they should meet with and when.

• Optimize customer engagements for the CTO: ensure thorough and thoughtful briefing documents, create any materials needed for meetings, partner with sales to deliver follow-up messages to the customer, etc.
• Serve as advisor to account team, positioning ServiceNow as strategic platform extending across their enterprise, helping refine messaging, approach and stakeholder mapping.
• Develop a deep understanding of customer needs, relevant use cases and success outcomes, pre- and post-sale to influence account evolution and establish repeatable approaches across the CTO client portfolio.
• Pair above with ability to connect the right GTM partners and customer problems/outcomes to the right practitioners (via intake, prioritization and amplification of NoN) using team sport mentality + empathy for the customer (right Transformation Office and/or NoN offer based on customer journey).
• 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.

Uplevel the profile of ServiceNow and the Transformation office in the EMEA Market:

You’ll elevate our CxO engagement via executive events, thought leadership centered on practitioner perspectives, collaboration + disruptions improving our customer approach.

• Create/execute an executive event strategy while partnering closely with cross functional teams. Includes securing external speaking engagements, strong ties with marketing and communications teams to ensure amplification of messaging and securing customer led speaking engagements which highlight ServiceNow as strategic transformation partner.
• Develop thought leadership approach to position ServiceNow CTOs as leading voice on digital transformation, GenAI, and other relevant themes.
• Build expert understanding of P5 leadership team, CTOs, DTLT leads, and Now-on-Now stories/approach to maximize impact of ServiceNow network.
• Identify partner relationships and other channels to help advance ServiceNow customer relationships upwards within customer organizations
• Lead, organize and manage special projects to explore and drive change in customer engagement across the Digital Technology organization and ServiceNow EMEA more broadly.
• Contribute to codification and sharing of best practices

Qualifications

IN ORDER TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO HAS:

• 7+ years of work experience across consulting, executive engagements, or sales, preferably in the cloud/enterprise SaaS/software industry
• Exceptional communication skills who can build trust with partners quickly and engage with customers across all levels of leadership
• Deep understanding and experiences of SaaS product management, account strategy management, leadership, sales operations, change management and organizational transformation
• High degree of customer empathy, understanding of the context within which they operate and intentionality around their experience with ServiceNow.
• 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
  Additional Information
  ServiceNow is an Equal Employment 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.
  At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
  If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
  For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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