Facebook pixel

Director Customer Engagement Strategy and Operations
Posted on 8/10/2022
Santa Clara, CA, USA
Experience Level
Desired Skills
  • What you get to do in this role:
  • Own the Customer Engagement strategy for the CDIO:
  • Increase wallet share through prioritizing which Customers, Partners and events the CDIO engages with, working with regional sales leaders on which customers they should meet with and when
  • Optimize the process for the CDIO 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 all 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 CDIO 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 analyse data to continuously improve impact of CDIO customer engagement
  • Parachute into complex customer situations as liaison for our CDIO when high visibility opportunities are at risk
  • Elevating CxO engagement via events, purposeful disruption
  • Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Digital Technology organization
  • Contribute to codification and sharing of best practices
  • Build a foundation to scale events and speaking opportunities
  • 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, creating and executing an amplification strategy (social, thought leadership content, internal enablement, media etc) and securing customer led speaking engagements which highlight ServiceNow
  • Thought leadership
  • Partner with Thought Leadership marketing teams to align on CDIO yearly plan and ensure cross functional execution is a unified experience for the CDIO
  • Establish a deep understanding of all ServiceNow's product offerings
  • Become an indispensable thought-partner for CDIO
  • Create a virtuous cycle with compelling and relevant content published monthly to amplify customer engagements
  • 10+ years of work experience across consulting, executive engagements, or sales, preferably in the cloud / enterprise SaaS / software industry
  • Passion for and demonstrated success 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 broad spectrum of CxOs w 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, Tableau, Dynamics and familiarity with a number of market leading productivity tools

10,001+ employees

Cloud-based enterprise operation solutions
Company Overview
ServiceNow’s mission is to transform IT to revolutionize the enterprise by placing a service-oriented lens on the activities, tasks, and processes that make up day-to-day work life. The company is committed to helping modern enterprises operate faster and become more scalable through their platform that optimizes processes, makes work more intuitive, and discovers insights that create new value.
  • Generous family leave
  • Flexible PTO
  • Matched Donations
  • Retirement benefits
  • Annual learning stipends
  • Paid volunteer time
Company Core Values
  • Wow our customers
  • Win as a team
  • Create belonging
  • Stay hungry and humble