This is a meaningful opportunity to work closely with ServiceNow's President, Chief Product Officer, and Chief Operating Officer in high-visibility customer and partner interactions cutting across the ServiceNow product portfolio. As Director of Customer Engagement Strategy & Operations, you will manage executive-level engagements and collaborate with commercial, partnership, and product teams to surface key customer and partner insights and strengthen strategic relationships.
This role enables executive focus and visibility, while giving you exposure across product, sales, and field teams on high-impact priorities. You’ll help deliver high-quality customer experiences through cross-functional coordination and operate as a trusted thought partner to product and sales stakeholders.
This role reports to the Sr Director, Customer Engagement for the Office of the President, CPO & COO.
What You Get To Do In This Role:
Drive Customer & Partner Engagement for the President, CPO & COO
- Collaborate with Sales leadership, Business Development, and Product and Engineering teams to identify and prioritize high-impact customer and partner touchpoints with our largest and most strategic customers and partners
- Ensure comprehensive preparation for all customer and partner engagements — including briefing materials, necessary resources, and coordinated pre- and post-meeting follow-through
- Attend customer and partner meetings, capture key takeaways, maintain milestones, and drive delivery of clear action items across cross-functional teams
Surface and Synthesize Customer & Partner Insights
- Actively listen for and capture themes, signals, and feedback across customer and partner engagements — synthesizing into actionable insights for the broader Product and GTM organizations
- Identify patterns and ways to leverage what we hear from customers — connecting dots across engagements to inform priorities and decisions
Engage cross-functionally on key company priorities
- Act as an internal quarterback when strategic customers bring complex needs or challenges — mobilizing the right teams, driving toward resolution, and managing executive communications with the customer throughout
- Contribute to cross-functional programs and initiatives — coordinating across GTM, Engineering, and Product teams to ensure commitments are met and momentum is maintained
- Contribute to a high-performing team of Customer Engagement leaders — sharing best practices, bringing a continuous improvement mindset, and always looking for ways to work smarter and elevate the quality and consistency of engagements across the team