Senior Manager, Customer Engagement Strategy and Operations

ServiceNow; Staines-upon-Thames; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cloud/software company in Staines is seeking a Senior Manager for Customer Engagement Strategy and Operations. This role involves owning the customer engagement strategy and collaborating closely with executive leadership to elevate CxO engagements. The ideal candidate should possess over 8 years of relevant experience, strong storytelling skills, and proficiency in productivity tools. This position is a unique opportunity to influence high-level customer relations and optimize engagement strategies through dynamic project management.

Qualifications

• 8+ years of experience in consulting, executive engagements, or sales.
• Passionate about addressing internal or external customer needs.
• Deep experience in storytelling and narrative structure.

Responsibilities

• Own the Customer Engagement strategy.
• Lead executive-level special projects on customer engagement.
• Develop and execute a customer engagement strategy.

Skills

Interacting with CxOs

Storytelling

Problem-solving

Team collaboration

Communication

Change management

Tools

PowerPoint

Excel

PowerBI

Dynamics

Job description

The Customer Engagement team partners with executive leaders 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.

This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Chief Transformation Office 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 Strategic Customer Engagement organization and partner closely with field sales, marketing, and product teams to help scale the impact of our Chief Transformation Officers 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 analyze data to continuously improve impact of Practitioner customer engagement
• Parachute into complex customer situations as the liaison for our CxOs when high visibility opportunities at risk

Elevating CxO Engagement

• Lead, organize, and manage executive‑level special projects to explore and implement changes in customer engagement
• 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

• 8+ 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, PowerBI, and Dynamics and familiarity with several market‑leading productivity tools

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

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

Senior Manager Customer Engagement Strategy and Operations • Staines, United Kingdom