Senior Manager, Customer Engagement Strategy and Operations - Manufacturing/TMT

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
his is an extraordinary opportunity to work daily with the leadership of our Industry Workflows to drive great experience and innovations in products for our customers. This role will accompany our Industry Workflows product leaders to their customer engagements and will closely work with field and product teams to ensure a great experience for our customers before, during, and after the meeting. This role will report to the Sr Director, Customer Engagement, and work with GM(s) for products within the Customer & Industry Workflows portfolio.
ESSENTIAL DUTIES/RESPONSIBILITIES: (including, but not limited to):

• Own the Customer Engagement strategy of the Industry Workflow core products, with an emphasis on Manufacturing and TMT (Technology/Media/Telecommunications)
• Prioritize which Customers and Partners the GM(s) should spend time with
• Optimize the process for GM engagement with Customers end to end
• 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
• Develop key metrics and 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 in Industry Workflows and beyond

Qualifications
To be successful in this role you have:

• A minimum of 8 years of work experience, or 5 years plus an MBA or advanced degree, ideally in a SaaS 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
• 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
• 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
For positions in the Bay Area, we offer a base pay of $184,700 - $323,300, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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!
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. 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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