Full-Time Director, Customer Engagement

This is an extraordinary opportunity to work closely with the SVP & GM of Technology Workflows in high-visibility customer interactions across the ServiceNow product portfolio. As the Director of Customer Engagement Strategy and Operations, you will lead a small team, manage executive-level customer engagements, and collaborate with field and product teams to drive exceptional customer experiences.

Reporting to the Senior Director, Strategic Product & Platform Operations, you will work directly with the SVP & GM of Technology Workflows to ensure seamless customer interactions before, during, and after meetings.

What You Get To Do In This Role:

1. Strategic Customer Engagement: Own and optimize the SVP & GM’s customer engagement strategy, prioritizing key customer and partner interactions. Collaborate with regional sales principals to identify high-impact customer meetings and determine optimal timing. Ensure comprehensive preparation for customer engagements, including briefing materials, necessary resources, and coordinated follow-ups. Attend customer meetings, capture key takeaways, track milestones, and assign actionable next steps.
2. Strengthening Customer & Partner Relationships: Partner with Sales and Customer Success teams to proactively engage and strengthen key customer relationships. Gather, analyze, and communicate customer insights to Product and Platform teams to influence product enhancements. Establish and monitor key performance metrics to continually improve customer engagement impact.
3. Executive-Level Special Projects & Thought Leadership: Drive strategic initiatives that enhance customer engagement within the Product Organization (STEP). Develop best practices for customer engagement and share insights across the organization. Build deep expertise in ServiceNow’s product offerings to become a trusted advisor to the SVP & GM of Technology Workflows.

Successful candidates typically bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 10-15+ years of overall experience.
• Career experience within in investment banking or top-tier management consulting or alike is highly sought after.
• Experience in strategic and operating roles, with experience managing and influencing C-level relationships.
• Deep understanding of digital transformation and driving strategic enterprise level initiatives.
• Proven ability to build consensus among senior stakeholders and drive results in high-stakes environments.
• Strong analytical and strategic thinking, with proficiency in PowerPoint, Excel, Tableau, MS Dynamics, and leading productivity tools.
• Track record of building and guiding high-performing teams in both direct and matrixed capacities.
• Exceptional ability to influence, motivate, and drive collaboration across diverse teams.
• Sales acumen related to technology, with a strong understanding of enterprise customer needs.
• Demonstrated learning agility, adaptability, and problem-solving skills in fast-paced environments.
• Executive presence, with outstanding verbal and written communication skills.
• Passion for customer success and a relentless drive to deliver impact.

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