Senior Manager, Customer Engagement Strategy and Operations

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.Role

This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Global People organization to elevate CxO engagements, increase wallet share, and curate progressive thought.

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 Strategic Customer Engagement organization and partner closely with field sales, marketing, and product teams to help scale Global People CxO 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 principals on which customers they should meet with and whenOptimize 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 storyDevelop key metrics and capture and examine data to continuously improve the impact of Practitioner customer engagementParachute into complex customer situations as liaison for our CxOs when high visibility opportunities are at risk    Elevating CxO engagement Own, organize, and manage executive-level special projects to explore and implement changes in customer engagementContribute to codification and sharing of best practicesBuild a foundation to scale events and speaking opportunitiesBecome an indispensable thought-partner for PractitionersPartner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagementGlobal travel for key eventsCreate 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, progressive thought content, internal enablement, media, etc.), and securing customer-led speaking engagements that highlight ServiceNow.