Senior Manager/Manager, Customer Engagement Strategy and Operations

Senior Manager/Manager, Customer Engagement Strategy and Operations

This is an extraordinary opportunity to work daily with ServiceNow Product/Engineering leadership to drive great experiences for our customers. This role plays a critical role in supporting our ServiceNow India Product leader(s) in their engagements with our most strategic customers. The candidate will partner with the Sales organization and Product teams to identify areas of greatest opportunity for leadership engagement with customers and to ensure a great experience for our customers before, during, and after each touchpoint with ServiceNow. 

This role will report to the Sr Director, Customer Engagement, and work with senior Product / Engineering leader(s) based in India to drive meaningful and effective conversations with customers.

What you get to do in this role:   

ESSENTIAL DUTIES/RESPONSIBILITIES: (including, but not limited to):

• Own the customer engagement strategy for local senior Product leader(s), including customers in the Indian market and global customers with India-based operations
• Prioritize which customers and partners the leader(s) should spend time with
• Optimize the process for engagement with customers - from identification / prioritization of customers, to defining compelling messaging, to driving follow-up actions
• Attend customer meetings, and capture major takeaways, maintain milestones, track, assign, and drive the delivery of clear action items
• Deepen strategic customer/partner relationships
• Define key success metrics; capture and analyze data to continuously improve the impact of customer engagement
• Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the organization
• Contribute to codification and sharing of best practices in customer engagement across the organization
• Establish a deep understanding of all of ServiceNow’s product offerings

To be successful in this role you have:

• A minimum of 8 – 12  years of work experience, or 5 years plus an MBA or advanced degree, ideally in a SaaS, top-tier management consulting, and/or relevant industry environment
• Sharp business judgment; ability to see "big picture" and to prioritize
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Demonstrated exceptional learning agility
• Executive presence; excellent verbal and written communication
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment
• High energy, strong work ethic, disciplined execution skills
• Proficient with Powerpoint, Excel, Tableau, and Dynamics as well as familiarity with several market-leading productivity tools

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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