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Customer Engagement, Senior Manager - Product & Engineering Organization

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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

Customer Engagement, Senior Manager – Product & Engineering Organization
Role
This is an extraordinary opportunity to work daily with the leadership of our Product & Engineering Organization to drive great employee experience and innovations in products for our customers, and work regularly with our Chief Product and Engineering Officer for high visibility customer situations. This role will support different Workflow Leaders and Product GMs at different times in their customer engagements as needs arise, 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.
 

 What You Get To Do In This Role:
 

  • Lead the Customer Engagement strategy for any Workflow leader as need arise
    • Prioritize which Customers and Partners they should spend time with, working with regional sales leads on which customers they should meet with, when.
    • Optimize the process for workflow 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 key 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 Workflow 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 customer engagement
  • Parachute into complex customer situations as liaison for our Chief Product Officer when high visibility 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 across the entire portfolio



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.

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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

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
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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