Senior Manager, Customer Engagement Strategy & Operations

Company Description
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.
Job Description
This is a meaningful opportunity to work closely with the SVP Product Management in high-visibility customer and partner interactions, cutting across the ServiceNow product portfolio. As the Sr Manager of Customer Engagement Strategy & Operations, you will manage executive-level customer and partner engagements, and collaborate with commercial, partner, and product teams to grow and strengthen customer and partner relationships.
This role enables executive focus and visibility while giving you exposure across product, sales, and field teams on high-impact priorities. You'll help deliver high-quality customer experiences through cross-functional coordination and operate as a trusted thought partner to product and sales stakeholders.
This role reports to the Sr Director, Customer Engagement for the Office of the President, COO & CPO.
What You Get To Do In This Role:
In this role, you will shape the Customer Engagement strategy for the SVP, owning and optimizing efforts while prioritizing key interactions with customers and partners. You will collaborate with Sales Principals, Business Development, and teams across Product and Engineering to identify and enhance high-impact touchpoints. A core responsibility includes strengthening customer and partner relationships by ensuring thorough preparation for every engagement-this includes compiling briefing materials, organizing necessary resources, and managing coordinated follow-ups. Attendance at all customer and partner meetings is expected, where you'll capture major takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items on behalf of the GM.
You will engage cross-functionally on critical company priorities, including supporting ServiceNow's AI initiatives. This involves close collaboration with the AI Go-to-Market and Applied AI Black Belt teams to effectively position innovative AI-powered solutions to customers and partners. Additionally, you will participate in evaluating and forming technology partnerships and strategic alliances to enhance customer value. This role also provides the opportunity to work with a high-performing Customer Engagement team and gain broad cross-functional exposure by partnering directly with teams in Product, Sales, and Go-to-Market functions.
Qualifications
To be successful in this role, you have:

• 10+ years of work experience, including exposure to product, sales, strategy, partnerships, or similar functions. 4+ years in top-tier management consulting is strongly preferred
• Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI's potential impact on the function or industry.
• Strong diagnostic and strategic thinking, including the ability to define and understand market landscapes in technology, and understand the positioning of different players
• Executive presence, with outstanding verbal and written communication skills.
• Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments.
• Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments.
• Sharp business judgment, ability to see the "big picture" and to prioritize quickly
• Experience in leveraging or critically thinking about how to integrate AI into work processes, elections, or problem-solving. This may include using AI-powered tools, automating workflows, examining AI-derived insights, or exploring AI's potential impact on the function or industry.
• Proficiency with PowerPoint, Excel, PowerBI, and Dynamics, as well as familiarity with several of the top productivity tools

FD21
For positions in this location, we offer a base pay of $193,000 - $337,800, 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.
Additional Information
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, 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. 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 [email protected] 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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