Sr Manager, Customer Engagement Strategy & Operations

Employment Type: Full-time Location Type: Remote

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.

Position Overview

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.

Responsibilities

• Shape Customer Engagement Strategy: Own and optimize efforts, prioritizing key interactions with customers and partners for the SVP.
• Enhance Customer & Partner Relationships: Collaborate with Sales Principals, Business Development, and teams across Product and Engineering to identify and enhance high-impact touchpoints.
• Prepare for Engagements: Strengthen customer and partner relationships by ensuring thorough preparation for every engagement, including compiling briefing materials, organizing necessary resources, and managing coordinated follow-ups.
• Manage Engagements: Attend all customer and partner meetings, capture major takeaways, maintain milestones, and track, assign, and drive the delivery of clear action items on behalf of the GM.
• Support Critical Company Priorities: Engage cross-functionally on critical company priorities, including supporting ServiceNow’s AI initiatives.
• Collaborate on AI Solutions: Work closely with the AI Go-to-Market and Applied AI Black Belt teams to effectively position innovative AI-powered solutions to customers and partners.
• Evaluate Partnerships: Participate in evaluating and forming technology partnerships and strategic alliances to enhance customer value.
• Team Collaboration: 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:

• Work Experience: 10+ years of work experience, including exposure to product, sales, strategy, partnerships, or similar functions.
• Consulting Experience: 4+ years in top-tier management consulting is strongly preferred.
• AI Acumen: 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.
• Strategic Thinking: Strong diagnostic and strategic thinking, including the ability to define and understand market landscapes in technology, and understand the positioning of different players.
• Communication Skills: Executive presence, with outstanding verbal and written communication skills.
• Stakeholder Management: Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments.
• Adaptability: Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments.

Salary: Not specified