Director, Customer Engagement Strategy and Operations

Company: Servicenow
Location: Santa Clara
Posted on: November 15, 2024

Job Description:

Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionAbout Digital TechnologyWe're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.Team The Office of the CDIO partners with our CDIO, CTOs, and Digital Technology SVPs (DTLT) on our 360-degree approach to customer, partner and internal employee engagements. The team collaborates with senior leadership 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.Role This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate thought leadership.We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives. 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 Office of the CDIO and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT impact by creating and executing a customer engagement strategy.What you get to do in this role:

• Own the Customer Engagement strategy:

• Increase wallet share through curating the right portfolio of Customers, Partners and events our Executive Practitioners engage with, working with regional sales leaders 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 analyze data to continuously improve impact of Practitioner customer engagement.
• Parachute into complex customer situations as liaison for our CTOs when high visibility opportunities are at risk.
• Elevating CxO engagement via events, purposeful disruption
  • Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Digital Technology organization.
  • 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 leadership content, internal enablement, media etc) and securing customer led speaking engagements which highlight ServiceNow.QualificationsTo be successful in this role, we need someone who has:
    • 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 of building and leading 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, Tableau, and Dynamics and familiarity with several market-leading productivity tools.
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Keywords: Servicenow, Carmichael , Director, Customer Engagement Strategy and Operations, Executive , Santa Clara, California