Full-Time Senior Manager, Customer Engagement

This is an exceptional opportunity to collaborate closely with the leadership of our Design and Experience team to enhance customer experiences and evangelize innovation in our products. The individual in this role will work directly with the EVP and Chief Experience Officer at ServiceNow, partnering with the field, design teams, and product teams to ensure a seamless experience before, during, and after each customer interaction. This role will report to the Senior Director of Customer Engagement Strategy & Operations while supporting the Design and Experience team.

What You Get To Do In This Role:

1. Develop and execute the Customer Engagement strategy for the Design and Experience organization.
2. Prioritize key Customers and Partners for engagement.
3. Optimize the end-to-end process for GM interactions with Customers.
4. Participate in all Customer meetings, capturing key insights, maintaining milestones, tracking action items, and ensuring follow-through.
5. Strengthen strategic relationships with Customers and Partners.
6. Establish key performance metrics and analyze data to enhance the effectiveness of customer engagements.
7. Lead, coordinate, and manage executive-level special projects aimed at improving customer engagement across the organization.
8. Contribute to the documentation and sharing of best practices in customer engagement.
9. Develop a deep understanding of ServiceNow’s product offerings and broader solutions.

Successful candidates typically bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10–12+ years of relevant experience (preferably in consulting, technical solution consulting, product management, or digital transformation programs).
• Strong storytelling skills to craft compelling narratives around product capabilities that align with business objectives.
• Ability to assess product demonstrations, understand customer needs, and tailor messaging to highlight value.
• Experience coordinating across multiple cross-functional teams and executing at a high level.
• A passion for understanding and fulfilling customer needs with a problem-solving mindset.
• Strong prioritization skills to evaluate meetings, initiatives, and tasks that drive the greatest impact.
• Sharp business judgment with the ability to see the big picture and focus on strategic priorities
• Exceptional influence and collaboration skills, with the ability to motivate teams and resolve conflicts across diverse stakeholders

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