Director of Customer Engagement Strategy and Operations, ServiceNow
$189.1-331k
Salary in USD and may vary dependent on location. + Variable/Incentive Compensation + ESPP
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
Salary in USD and may vary dependent on location. + Variable/Incentive Compensation + ESPP
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
- 10-12+ 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
- The Customer Engagement team partners with executives on our 360-degree approach to customer, partner, and internal employee engagements
- The team collaborates with senior principals across the company to create long-term trusted relationships with key customers, accelerate our scale to $16B, and help make ServiceNow the best place to work
- This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Chief Transformation Office to elevate CxO engagements, increase wallet share, and curate thought
- As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever
- This position is within the Strategic Customer Engagement team and works closely with field sales, marketing, and product teams
- The goal is to expand the Chief Transformation Officer’s influence by developing and implementing strategies for customer engagement and increasing NNACV
- Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales on which customers they should meet with and when
- Optimize the process for the Practitioner with customers end-to-end: ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, etc
- Attend customer meetings, and capture major takeaways, maintain milestones, track, assign and drive the delivery of clear action items
- 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
- Help define how slides and visuals will enhance a narrative or customer story
- Develop key metrics and capture and review data to continuously improve impact of Practitioner customer engagement
- Parachute into complex customer situations as the liaison for our CxOs when high visibility opportunities are at risk
- Guide, organize, and manage executive-level special projects to explore and implement changes in customer engagement
- Contribute to codification and sharing of best practices
- Build a foundation to scale events and speaking opportunities
- Become an indispensable thought-partner for Practitioners
- Partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
- Global travel for key events
- Create and execute an events engagement strategy while partnering closely with cross-functional teams
- Key accomplishments will include securing desirable external speaking engagements, securing strong ties with Now on Now and Communications teams to ensure an amplification strategy is executed (social, thought content, internal enablement, media etc.) and securing customer-led speaking engagements which highlights ServiceNow
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.
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