Director of Customer Engagement Strategy and Operations, ServiceNow
CxO Advocate
$189.1-331k
+ Equity for eligible roles + Variable/incentive compensation
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$189.1-331k
+ Equity for eligible roles + Variable/incentive compensation
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives
- 12+ 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, PowerBI, and Dynamics and familiarity with several prominent productivity tools
What the job involves
- This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate progressive thought
- 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 Chief Customer and Transformation Office and partner closely with field sales, marketing, and product teams to help scale CxO impact by creating and executing a customer engagement strategy
- The Customer Engagement strategy focuses on increasing wallet share by curating the right portfolio of customers, partners, and events for Executive Practitioners
- This involves collaborating with regional sales teams to determine which customers should be engaged and when
- The process is optimized for the Practitioner by ensuring thorough and thoughtful briefing documents, creating any necessary materials for meetings, and partnering with sales to deliver follow-up messages to customers
- Attending customer meetings, capturing major takeaways, maintaining milestones, and tracking and assigning clear action items are key responsibilities
- Additionally, deepening strategic relationships with customers and partners is crucial, requiring proactive engagement with top customers and partners in collaboration with the Sales and Customer Success organizations
- This includes closing the loop when deals are finalized and developing nurturing campaigns
- Practitioners are also tasked with defining how slides and visuals will enhance narratives or customer stories
- Key metrics are developed, and data is continuously studied to improve the impact of customer engagement
- In complex situations, Practitioners serve as a liaison for CxOs when high-visibility opportunities are at risk
- Elevating CxO engagement includes guiding, organizing, and managing executive-level special projects aimed at exploring and implementing changes in customer engagement
- Best practices are codified and shared, while a foundation is built to scale events and speaking opportunities
- Practitioners aim to become indispensable thought partners for CxOs and partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
- Global travel is required for key events
- Practitioners are also responsible for creating and executing an events engagement strategy, partnering with cross-functional teams to secure desirable external speaking engagements, and establishing strong ties with the Now on Now and Communications teams to ensure the execution of an amplification strategy
- This strategy includes social media, progressive content, internal enablement, and media
- Additionally, securing customer-led speaking engagements that highlight ServiceNow is a critical goal
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
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 HQ
Santa Clara, CA
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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