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- Tasks: Lead customer engagement strategies and collaborate with executives to enhance relationships.
- Company: Join ServiceNow, a global leader in innovative AI technology.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by shaping customer narratives and driving engagement.
- Qualifications: 8+ years in consulting or sales, strong storytelling and communication skills.
- Other info: Dynamic environment with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
It 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.
The Customer Engagement team partners with executive leaders 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. 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 leadership. We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives.
This role will be part of the Strategic Customer Engagement organization and partner closely with field sales, marketing, and product teams to help scale the impact of our Chief Transformation Officers 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 the liaison for our CxOs when high visibility opportunities are at risk
Elevating CxO Engagement
- Lead, 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 leadership content, internal enablement, media etc.) and securing customer-led speaking engagements which highlights ServiceNow.
To be successful in this role, we need someone who has:
- 8+ 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, PowerBI, and Dynamics and familiarity with several market-leading productivity tools
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
Senior Manager, Customer Engagement Strategy and Operations employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Customer Engagement Strategy and Operations
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that dream job.
✨Tip Number 2
Be a storyteller! When you get the chance to chat with potential employers, share your experiences in a way that highlights your skills and passion. Make them see how you can add value to their team.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s the best way to ensure your application gets seen by the right people. Let’s make it happen!
We think you need these skills to ace Senior Manager, Customer Engagement Strategy and Operations
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Senior Manager role. Highlight your storytelling abilities and experience in customer engagement strategies, as these are key for us.
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Use metrics and examples to demonstrate how you've positively impacted customer relationships or driven engagement strategies in previous roles. We love seeing tangible results!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can connect with CxOs and tell our story effectively, so don’t be afraid to show your passion for the role and the company’s mission.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. This way, we can easily track your application and ensure it gets the attention it deserves. Good luck!
How to prepare for a job interview at ServiceNow
✨Know Your Customer Engagement Strategy
Before the interview, dive deep into understanding the customer engagement strategies that ServiceNow employs. Familiarise yourself with their approach to building relationships with CxOs and how they optimise customer interactions. This will not only show your interest but also allow you to discuss how your experience aligns with their goals.
✨Showcase Your Storytelling Skills
As a Senior Manager, you'll need to be a brilliant storyteller. Prepare examples of how you've effectively communicated complex ideas in previous roles. Think about how you can present the ServiceNow mission from various perspectives, and be ready to demonstrate your narrative skills during the interview.
✨Prepare for Executive-Level Conversations
Given the role's focus on engaging with high-level executives, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've influenced stakeholders in the past and how you can bring that experience to ServiceNow. Consider potential questions they might ask about managing change and ambiguity.
✨Familiarise Yourself with Key Metrics
Understanding key performance indicators is crucial for this role. Brush up on how to capture and analyse data related to customer engagement. Be ready to discuss how you've used metrics to improve engagement strategies in your previous positions, as this will demonstrate your analytical skills and strategic mindset.
