Director of Customer Engagement Strategy & Operations, ServiceNow
Technology Workflows
$215.9-377.9k
Plus equity (when applicable) & Variable/incentive compensation
Office located in Green Street, CA
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
$215.9-377.9k
Plus equity (when applicable) & Variable/incentive compensation
Office located in Green Street, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
- 10-15+ years of overall experience
- Career experience within in investment banking or top-tier management consulting or alike is highly sought after
- Experience in strategic and operating roles, with experience managing and influencing C-level relationships
- Deep understanding of digital transformation and driving strategic enterprise level initiatives
- Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments
- Strong analytical and strategic thinking, with proficiency in PowerPoint, Excel, Tableau, MS Dynamics, and leading productivity tools
- Track record of building and guiding high-performing teams in both direct and matrixed capacities
- Exceptional ability to influence, motivate, and drive collaboration across diverse teams
- Sales acumen related to technology, with a strong understanding of enterprise customer needs
- Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments
- Executive presence, with outstanding verbal and written communication skills
- Passion for customer success and a relentless drive to deliver impact
What the job involves
- This is an extraordinary opportunity to work closely with the SVP & GM of Technology Workflows in high-visibility customer interactions across the ServiceNow product portfolio
- As the Director of Customer Engagement Strategy and Operations, you will lead a small team, manage executive-level customer engagements, and collaborate with field and product teams to drive exceptional customer experiences
- Reporting to the Senior Director, Strategic Product & Platform Operations, you will work directly with the SVP & GM of Technology Workflows to ensure seamless customer interactions before, during, and after meetings
- Own and optimize the SVP & GM’s customer engagement strategy, prioritizing key customer and partner interactions
- Collaborate with regional sales principals to identify high-impact customer meetings and determine optimal timing
- Ensure comprehensive preparation for customer engagements, including briefing materials, necessary resources, and coordinated follow-ups
- Attend customer meetings, capture key takeaways, track milestones, and assign actionable next steps
- Partner with Sales and Customer Success teams to proactively engage and strengthen key customer relationships
- Gather, analyze, and communicate customer insights to Product and Platform teams to influence product enhancements
- Establish and monitor key performance metrics to continually improve customer engagement impact
- Drive strategic initiatives that enhance customer engagement within the Product Organization (STEP)
- Develop best practices for customer engagement and share insights across the organization
- Build deep expertise in ServiceNow’s product offerings to become a trusted advisor to the SVP & GM of Technology Workflows
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
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 151 more jobs at ServiceNow