Senior Manager of Customer Engagement Strategy & Operations, ServiceNow
$193-337.8k
+ ESPP
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$193-337.8k
+ ESPP
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 10+ years of work experience, including exposure to product, sales, strategy, partnerships, or similar functions. 4+ years in top-tier management consulting is strongly preferred
- Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI’s potential impact on the function or industry
- Strong diagnostic and strategic thinking, including the ability to define and understand market landscapes in technology, and understand the positioning of different players
- Executive presence, with outstanding verbal and written communication skills
- Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments
- Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments
- Sharp business judgment, ability to see the "big picture" and to prioritize quickly
- Experience in leveraging or critically thinking about how to integrate AI into work processes, elections, or problem-solving. This may include using AI-powered tools, automating workflows, examining AI-derived insights, or exploring AI’s potential impact on the function or industry
- Proficiency with PowerPoint, Excel, PowerBI, and Dynamics, as well as familiarity with several of the top productivity tools
What the job involves
- This is a meaningful opportunity to work closely with the SVP Product Management in high-visibility customer and partner interactions, cutting across the ServiceNow product portfolio
- As the Sr Manager of Customer Engagement Strategy & Operations, you will manage executive-level customer and partner engagements, and collaborate with commercial, partner, and product teams to grow and strengthen customer and partner relationships
- This role enables executive focus and visibility while giving you exposure across product, sales, and field teams on high-impact priorities
- You’ll help deliver high-quality customer experiences through cross-functional coordination and operate as a trusted thought partner to product and sales stakeholders
- This role reports to the Sr Director, Customer Engagement for the Office of the President, COO & CPO
- In this role, you will shape the Customer Engagement strategy for the SVP, owning and optimizing efforts while prioritizing key interactions with customers and partners
- You will collaborate with Sales Principals, Business Development, and teams across Product and Engineering to identify and enhance high-impact touchpoints
- A core responsibility includes strengthening customer and partner relationships by ensuring thorough preparation for every engagement—this includes compiling briefing materials, organizing necessary resources, and managing coordinated follow-ups
- Attendance at all customer and partner meetings is expected, where you'll capture major takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items on behalf of the GM
- You will engage cross-functionally on critical company priorities, including supporting ServiceNow’s AI initiatives
- This involves close collaboration with the AI Go-to-Market and Applied AI Black Belt teams to effectively position innovative AI-powered solutions to customers and partners
- Additionally, you will participate in evaluating and forming technology partnerships and strategic alliances to enhance customer value
- This role also provides the opportunity to work with a high-performing Customer Engagement team and gain broad cross-functional exposure by partnering directly with teams in Product, Sales, and Go-to-Market functions
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.
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