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Senior Manager, Customer Engagement Strategy and Operations - Technology Workflows

Element AI

Element AI

IT, Customer Service, Operations
Santa Clara, CA, USA
Posted on Tuesday, April 16, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

This is an extraordinary opportunity to work daily with the leadership of our Technology Workflows to drive great experience and innovations in products for our customers. This role will accompany our Technology Workflows product leaders 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, Customer Engagement Strategy & Operations, and work with GVPs & GMs for products within the Technology Workflows portfolio.

ESSENTIAL DUTIES/RESPONSIBILITIES: (including, but not limited to):

  • Own the Customer Engagement strategy of the Technology Workflow core products
  • Prioritize which Customers and Partners the GMs should spend time with
  • Optimize the process for GM's engagement with Customers end to end
  • Attend all Customer meetings, and capture major takeaways, maintain milestones, track, assign, and drive the delivery of clear action items
  • Deepen strategic customer/partner relationships
  • Develop key metrics and capture and analyze data to continuously improve the impact of Tx customer engagement
  • Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the organization
  • Contribute to codification and sharing of best practices in customer engagement across the organization
  • Establish a deep understanding of all of ServiceNow’s product offerings in Tx and beyond


To be successful in this role you have:

  • A minimum of 8 years of work experience, or 5 years plus an MBA or advanced degree, ideally in a SaaS environment
  • Sharp business judgment, ability to see "big picture" and to prioritize
  • Passion for and demonstrated success in 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, and Dynamics as well as familiarity with several market-leading productivity tool


For positions in the Bay Area, we offer a base pay of $184,700 - $323,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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.

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