Engagement Manager-Operations Lead

Summary

Join ServiceNow as a GAC Engagement Manager – Operations Lead and play a pivotal role in ensuring smooth engagement, operations, and tracking of the Global Advisory Council (GAC). You will coordinate customer interactions, manage executive schedules, and facilitate strategic customer engagements. Responsibilities include managing a portfolio of engagements, acting as a key connector between the GAC and other teams, and leveraging AI to drive efficiencies. You will also oversee customer engagement collateral, manage meeting logistics, support business travel arrangements, and assist with administrative tasks. This role requires experience in leveraging AI, project management, stakeholder engagement, and operational execution. The ideal candidate is an expert organizer, data-driven, an effective communicator, and possesses exceptional attention to detail.

Requirements

• 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
• Ability to manage multiple workstreams, from calendar coordination to executive briefings
• Ability to track and measure engagement impact, with familiarity using CRM tools (Dynamics, Power BI preferred)
• Comfortable working with data , possessing intermediate or advanced excel skills
• Collaborate with senior leaders, cross-functional teams, and external stakeholders
• Able to navigate a fast-paced environment, prioritize competing demands, and anticipate potential challenges
• Ensure accuracy in meeting coordination, documentation, and follow-ups

Responsibilities

• Collaborate with the sales team to ensure GAC Executives are fully briefed, prepared, and aligned with key customer engagement strategies
• Capture and track all GAC customer interactions in Dynamics, keeping stakeholders informed on action items and engagement outcomes
• Project manage GAC engagements, ensuring follow up, feedback and closing out actions
• Maintain CxO introductions and relationship data within internal systems (Dynamics, internal dashboards)
• Oversee and manage customer engagement collateral and enablement resources in SharePoint, ensuring GAC members have easy access to critical materials
• Leverage AI to drive efficiencies and program value
• Coordinate schedules between GAC members and key customers, optimizing availability
• Partner with the Strategic Customer Advisory Operations Snr Manager to prioritize, prepare, and execute high-impact meetings
• Plan, schedule, and facilitate GAC meetings, events, and strategic touchpoints
• Prepare meeting materials, manage logistics, and provide real-time support, including tracking next steps
• Coordinate location arrangements and budgets, ensuring all stakeholders have necessary details and documentation
• Support business travel arrangements and communicate itineraries for GAC meetings
• Ensure seamless coordination of advisor onsite activities, tracking engagements and measuring impact
• Assist with supplier onboarding, purchase requisitions, and GAC onboarding processes
• Capture and maintain customer-related meeting records within internal systems

Preferred Qualifications

• A background in customer engagement, executive support, or sales operations is highly advantageous
• Tenacious and resilient - Be comfortable working in a fast paced, and at times ambiguous environment
• Possess tons of common sense and have a healthy sense of humour !
• Proficiency in French or German is a plus