Senior Manager

Summary

Join ServiceNow's Global Industry & Solution's team as a brilliant storyteller to elevate CxO engagements, increase wallet share, and curate progressive thought. Partner daily with Executive Practitioners to shape the ServiceNow narrative and scale CxO impact. Develop and execute a customer engagement strategy, working closely with field sales, marketing, and product teams. Optimize the customer engagement process end-to-end, from briefing documents to follow-up messages. Deepen strategic customer/partner relationships and manage executive-level special projects. Develop key metrics, analyze data, and create an events engagement strategy. This role requires strong communication, collaboration, and leadership skills.

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
• 10+ years of work experience across management consulting or GTM functions, preferably in the cloud/enterprise SaaS/software industry
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset; ability to take big ideas and make them simple and digestible
• Deep experience in interacting with a broad spectrum of CxOs with a passion for storytelling, narrative structure, and design
• Command for building consensus amongst numerous high-powered stakeholders and pushing forward to tangible output/outcomes quickly
• Proven capability of building and guiding 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
• Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment with a strong ability to prioritize
• Executive presence, excellent verbal and written communication
• High energy, strong work ethic, disciplined execution skills
• Proficient with PowerPoint, Excel, PowerBI, and Dynamics and familiarity with several prominent productivity tools

Responsibilities

• Own and Elevate the Customer Engagement strategy
• Increase wallet share through curating the right portfolio of Customers, Partners, and events for the Executive Practitioner to engage with, working with regional sales leaders on which customers they should meet with and when
• Optimize the process with customers end to end: ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, etc
• Attend customer meetings, and capture major takeaways, maintain milestones, track, assign and drive the delivery of clear action items
• Deepen strategic customer/partner relationships: work with the Sales and Customer Success organizations to proactively engage top customers and partners, close the loop when deals close of people the Practitioner has a relationship with, develop nurturing campaigns etc
• Help define how slides and visuals will enhance a narrative or customer story
• Guide, organize, and manage executive-level special projects aimed at exploring and implementing changes in customer engagement. Best practices are codified and shared, while a foundation is built to scale events and speaking opportunities. Practitioners aim to become indispensable thought partners for CxOs and partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
• Develop key metrics and capture and analyse data to continuously improve impact customer engagement
• Create and execute an events engagement strategy, partnering with cross-functional teams to secure desirable external speaking engagements, and establishing strong ties with the Now on Now and Communications teams to ensure the execution of an amplification strategy. This strategy includes social media, progressive content, internal enablement, and media

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs