Director of Customer Engagement Strategy and Operations, ServiceNow
CFO Advocate
$178.9-313k
+ Variable/incentive compensation
Global travel for key events
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$178.9-313k
+ Variable/incentive compensation
Global travel for key events
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 10+ 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 to build and guide 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, PowerBI, and Dynamics and familiarity with several best-in-class productivity tools
What the job involves
- In this role, you will own the Customer Engagement strategy, with a primary focus on increasing wallet share by curating the right portfolio of customers, partners, and events for Executive Practitioners
- You will work closely with regional sales leaders to determine which customers they should engage with and when
- This involves optimizing the end-to-end process for the Practitioner, ensuring they have comprehensive and thoughtful briefing documents, creating necessary materials for meetings, and partnering with sales teams to deliver effective follow-up messages to customers
- Additionally, you will attend customer meetings, capture key takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items
- Your goal will be to deepen strategic customer and partner relationships by collaborating with Sales and Customer Success teams to proactively engage top customers and partners
- This includes following up when deals close, developing nurturing campaigns, and fostering ongoing relationships with key stakeholders
- You will also play a role in defining how slides and visuals can enhance narratives or customer stories
- A key responsibility will be developing and analyzing metrics to continuously improve the impact of Practitioner customer engagement
- You will also be expected to parachute into complex customer situations, serving as a liaison for the CFO when high-visibility opportunities are at risk
- Another aspect of the role involves elevating CxO engagement. You will lead, organize, and manage executive-level special projects designed to explore and implement changes in customer engagement
- Contributing to the codification and sharing of best practices will be vital, as will building a foundation to scale events and speaking opportunities
- As an indispensable thought-partner for Practitioners, you will collaborate closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
- Global travel for key events will be required, and you will also be responsible for creating and executing an events engagement strategy
- This strategy will involve securing desirable external speaking engagements, working with the Now on Now and Communications teams to ensure an amplification strategy (including social media, thought leadership content, internal enablement, and media coverage), and securing customer-led speaking engagements that highlight ServiceNow’s capabilities
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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