ServiceNow
We deliver digital workflows that create great experiences and unlock productivity.
South Bay
Remote

Senior Manager, Customer Engagement Strategy & Operations (Product & Engineering Organization) at ServiceNow

| South Bay + 3 more | Remote
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Company Description

 

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

 

Job Description

 


Role
This is an extraordinary opportunity to work daily with the leadership of our IT Workflow to drive great tech team experience and innovations in products for our customers, and work regularly with our Chief Product and Engineering Officer for high visibility customer situations related to IT Workflow. This role will accompany our 3 leaders in IT Workflows to their customer engagements and will closely work with field and product teams to ensure a great experience for our customers before, during and after the meeting. This role will report to the Director, Strategic Product & Platform Operations and be matrixed to GM, ITWF.
What You Get To Do In This Role
 

 

Own the Customer Engagement strategy of the IT Workflow (ITx) business unit

 

  • Prioritize which Customers and Partners the 3 ITx leaders should spends time with, working with regional sales leads on which customers they should meet with, when.
  • Optimize the process for ITx leadership engagement 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 all ITx / 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 ITx leaders has a relationship with, etc
  • Develop and communicate customer stories and feedback for sharing with the Product and Platform organization
  • Develop key metrics and capture and analyze data to continuously improve impact of ITx customer engagement
  •  Parachute into complex customer situations as liaison for our Chief Product Officer when high visibility IT Workflow opportunities are at risk
  •  Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the Product Organization
  • Contribute to codification and sharing of best practices in customer engagement across the organization
  • ·Establish a deep understanding of all ServiceNow’s product offerings in ITx and beyond

 

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

 

· 7+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in management consulting, tech strategy/ops function or similar. Preferred candidates will have a combination of consulting and operating experience

· Sharp business judgment, ability to see "big picture" and to prioritize

· Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset

· 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

· Demonstrated exceptional learning agility

· Executive presence, excellent verbal and written communication

· Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment

· High energy, strong work ethic, disciplined execution skills

· Proficient with Powerpoint, Excel, Tableau, Dynamics and familiarity with a number of market leading productivity tools

 

Career development opportunities

 

  • 24 month commitment to this role, with likely continuation either in high level role within Product Org or in Sales Org from unique learning opportunities that includes:
    • Getting exposure to highest levels; developing understanding of critical priorities and mindset for Product leadership and business executives (ServiceNow & Customers)
    • Being thought partner to Chief Product Officer and Product leadership of one of the fastest growing SaaS companies
    • Working across different organizations and have a voice at the table with VP to Executive level stakeholders to develop sponsor and mentor relationships that will fast track career
    • Developing and refining strategic thinking, and executive communications

 

Qualifications

 

To be successful in this role you have:

  • 7+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in management consulting, tech strategy/ops function or similar. Preferred candidates will have a combination of consulting and technical experience
  • Sharp business judgment, ability to see "big picture" and to prioritize
  • Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset
  • 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
  • Demonstrated exceptional learning agility
  • Executive presence, excellent verbal and written communication
  • Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment
  • High energy, strong work ethic, disciplined execution skills 
  • Proficient with Powerpoint, Excel, Tableau, Dynamics and familiarity with a number of market leading productivity tools

 

Career development opportunities:

 

24 month commitment to this role, with likely continuation either in high level role within Product Org or in Sales Org from unique learning opportunities that includes:

Getting exposure to highest levels; developing understanding of critical priorities and mindset for Product leadership and business executives (ServiceNow & Customers)

Being thought partner to Chief Product Officer and Product leadership of one of the fastest growing SaaS companies

Working across different organizations and have a voice at the table with VP to Executive level stakeholders to develop sponsor and mentor relationships that will fast track career

Developing and refining strategic thinking and executive communications

 

 

Additional Information

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

 

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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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