This is an opportunity to shape digital transformation strategies for enterprise customers at a pivotal moment in the platform economy. You will combine your transformation expertise with deep platform knowledge to guide customers through their AI and automation journeys, drive adoption of the ServiceNow platform, and deliver meaningful business outcomes that define the future of work.
What you get to do in this role
TRANSFORMATION DELIVERY & EXECUTION
- Lead a portfolio of 8-12 enterprise transformation engagements simultaneously, ensuring successful platform positioning, business outcomes realization, and customer satisfaction across diverse industries and use cases
- Build holistic transformation frameworks from discovery and design through implementation and value realization, partnering with Sales, Solution Consulting, Customer Success, and Professional Services teams
- Act as a bridge between customers, sales teams, and delivery organizations, ensuring transformation requirements inform platform capabilities meet real-world business needs
- Drive adherence to transformation methodologies, best practices, and repeatable playbooks across customer engagements, identifying lessons learned and scaling what works
STRATEGY & INNOVATION
- Develop the strategic vision and roadmap for how client organization approaches AI-powered enterprise transformation
- Build and maintain transformation frameworks, methodologies, and toolkits that codify best practices for platform-led business transformation across different industries, functions, and maturity levels
- Identify emerging customer transformation patterns and use cases, collaborating with Sales and Product to translate insights into platform innovation and go-to-market strategies
- Partner with Marketing and Sales to develop thought leadership content, customer success stories, and transformation best practices that establish the organization as the trusted advisor in platform-led transformation
TEAM LEADERSHIP & ENABLEMENT
- Lead and develop 1-3 Customer Advocates providing coaching, mentorship, and career development
- Establish a culture of customer obsession, operational excellence, and continuous learning where team members can deliver their best work and grow their careers
STAKEHOLDER ENGAGEMENT & EXECUTIVE ADVISORY
- Serve as a trusted advisor to C-suite and senior executives at client organizations, guiding them through strategic decisions on AI, CRM, operating model redesign, and change management
- Deliver executive workshops, transformation assessments, and business case development that help customers articulate their vision, secure stakeholder buy-in, and mobilize their organizations
- Lead quarterly business reviews (QBRs) with strategic customers, demonstrating value delivered, co-creating future roadmaps, and identifying expansion opportunities
- Represent the organization at industry events, customer advisory boards, and executive roundtables, sharing transformation insights and building the company's reputation as a transformation leader
- Cultivate deep relationships with customer champions and executive sponsors, ensuring transformation initiatives maintain momentum and executive support through organizational changes