Director

Description:

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Team
The Office of the CDIO partners with our CDIO, CTOs, and Digital Technology SVPs (DTLT) on our 360-degree approach to customer, partner and internal employee engagements. The team collaborates with senior leadership across the company to create long-term trusted relationships with key customers, accelerate our scale to $16B, and help make ServiceNow the best place to work.

Role
This is an extraordinary opportunity to partner daily with our Executive Practitioners to elevate CxO engagements, increase wallet share, and curate thought leadership.

We are looking for a brilliant storyteller, who can communicate the ServiceNow mission from a variety of perspectives. As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever.

This role will be part of the Office of the CDIO and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT impact by creating and executing a customer engagement strategy.

What you get to do in this role:

Own the Customer Engagement strategy:

Increase wallet share through curating the right portfolio of Customers, Partners and events our Executive Practitioners engage with, working with regional sales leaders on which customers they should meet with and when
Optimize the process for the Practitioner 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
Develop key metrics and capture and analyse data to continuously improve impact of Practitioner customer engagement
Parachute into complex customer situations as liaison for our CTOs when high visibility opportunities are at risk

Elevating CxO engagement via events, purposeful disruption
Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Digital Technology organization
Contribute to codification and sharing of best practices
Build a foundation to scale events and speaking opportunities
Become an indispensable thought-partner for Practitioners
Partner closely with senior stakeholders and cross functional teams to develop relevant messaging for each engagement
Global travel for key events
Create and execute an events engagement strategy while partnering closely with cross functional teams. Key accomplishments will include securing desirable external speaking engagements, securing strong ties with Now on Now and Communications teams to ensure an amplification strategy is executed (social, thought leadership content, internal enablement, media etc) and securing customer led speaking engagements which highlight ServiceNow.

Qualifications

In order to be successful in this role, we need someone who has:

10+ years of work experience across consulting, executive engagements, or sales, 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 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
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, Tableau, and Dynamics and familiarity with a number of market-leading productivity tools