Director, Customer Engagement Strategy & Operations

This is a high-impact opportunity to work at the intersection of customer strategy, executive engagement, sales, and product insight within one of ServiceNow’s most strategically important and high-growth business units. As Director, Customer Engagement Strategy & Operations, you will shape and execute the customer engagement strategy for the Moveworks from ServiceNow executive team, representing the executive team in their most strategic customer and partner interactions. You will be a trusted extension of the executive team, speaking with their voice and judgment, and maintaining continuity of customer relationships and insights across the full engagement lifecycle.

This role reports to the Director, Customer Engagement Strategy, within the APEX organization, and requires five days per week in-office at the Moveworks from ServiceNow office in Mountain View, CA.

What You Get To Do In This Role

Shape Customer Engagement Strategy & Planning

• Translate product, customer, and GTM priorities into an executive customer engagement strategy, and own the allocation of the executive team’s customer-facing capacity by making tradeoffs about where executive engagement most influences customer, partner, and commercial outcomes

• Partner with Sales, Business Development, and Product to identify and bring forward high-impact customer and partner opportunities that drive new business

• Anticipate emerging needs, surface gaps and risks early, and build scalable approaches to customer engagement rather than one-time solutions

Drive Executive Customer & Partner Engagement for the Moveworks from ServiceNow Executive Team

• Represent the executive team’s position, intent, and commitments to account teams, and prepare talk tracks, strategic context, stakeholder mapping, and industry intelligence so high-stakes meetings are executed flawlessly

• Carry yourself with poise and credibility in customer and partner meetings, earning the confidence of customers and Moveworks executives alike, and driving follow-through across teams

• Craft executive narratives that bridge product strategy to customer priorities

• Steward key technology partnerships and strategic alliances

Turn Customer Signals into Business Action

• Synthesize patterns across customer and partner engagements into clear recommendations for senior executives, and partner with Product and GTM Principals to translate them into roadmap, positioning, and go-to-market choices

Build the Operating Model & Drive Cross-Functional Execution

• Establish and run the operating rhythm and AI-enabled workflows that keep strategic engagement prioritized, prepared, and translated into action

• Act as the strategic quarterback for complex customer needs and critical account escalations, representing the executive team in the room, mobilizing teams across Moveworks and ServiceNow, removing blockers, and judge when executive intervention is required

• Make the call executive input is not needed, and bring forward the ones that do with a clear point of view and the tradeoffs worked through

Successful candidates typically bring:

• 10+ years in management consulting, product, sales, strategy and operations in a technology company, or similar functions; Prior experience in AI or SaaS preferred.

• A track record of earning the trust of senior executives and speaking and acting on their behalf with credibility, judgment, and discretion

• Executive presence with outstanding verbal and written communication, equally fluent presenting to a C-suite audience and crafting a tight strategic narrative

• Proven operator in high-stakes, cross-functional environments, able to build consensus among senior stakeholders and drive results

• Product fluency in AI and enterprise SaaS, able to connect technical capabilities to customer outcomes: experience with enterprise AI platforms (for example, ServiceNow, Moveworks) a plus

• AI native; fluent with AI tools for research, synthesis, communication, and workflow automation

• Exceptional judgment in ambiguity, comfortable operating at speed with high visibility, and clear on when to act on your own and when to escalate

• Based in or willing to relocate to the San Francisco Bay Area, five days per week in-office in Mountain View, CA, and present when key Principals are in the office

JV20

For positions in this location, we offer a base pay of $219,600 - $384,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

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. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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.

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