Director, Customer Engagement Strategy & Operations

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Team
The Transformation Office partners with our CDIO, CTOs, and Digital Technology SVPs (DTLT) 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.

Role
This is an extraordinary opportunity to partner daily with our Executive Practitioners 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 Transformation Office and partner closely with field sales, marketing and product teams to help scale CDIO, CTO, DTLT impact by optimizing our Customer Engagement Strategy.

What you get to do in this role:

Drive evolution of the Transformation Office:

You will shape the strategy of the Transformation Office in ANZ/APAC as well as the Transformation Office approach to the ANZ/APAC market.

• Collaborate with CTO to craft vision for ANZ/APAC Transformation Office (CTO coverage models, market/industry prioritization, staffing, etc.)
• Develop, maintain and continuously refresh Transformation Office ANZ customer portfolio in concert with CTO.
• Ensure alignment of India, ANZ and (in near term future) Japan Transformation Office teams with regional sales leadership.
• Identify key metrics and capture and analyze data to continuously improve impact of CTO Customer Engagement
• Establish connectivity with Transformation Office teams in the Americas and EMEA to ensure high degree of consistency in approach and delivery.
• Leverage QBRs to deliver insight, coaching and updates on regional priorities.

Own the Customer Engagement approach:

You will increase our wallet share through curating the right portfolio of Customers, Partners and events our CTO engages with, working with regional sales leaders on which customers they should meet with and when.

• Optimize Customer Engagements for the CTO: ensure thorough and thoughtful briefing documents, create any materials needed for meetings, partner with sales to deliver follow-up messages to the customer, etc.
• Drive engagement on key accounts between CTO interactions, collaborating with customers, sales leaders and partners at all levels to create momentum, excitement, and build the customer pipeline.
• Serve as advisor to account team, positioning ServiceNow as strategic platform extending across their enterprise, helping refine messaging, approach and stakeholder mapping.
• Develop a deep understanding of customer needs, relevant use cases and success outcomes, pre- and post-sale to influence account evolution and establish repeatable approaches across the CTO client portfolio.
• 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.
• Parachute into complex customer situations as liaison for our CTOs when high visibility opportunities are at risk

Uplevel the profile of ServiceNow and the Transformation office in the ANZ Market:

You’ll elevate our CxO engagement via executive events, thought leadership centered on practitioner perspectives, collaboration + disruptions improving our customer approach.

• Create/execute an executive event strategy while partnering closely with cross functional teams. Includes securing external speaking engagements, strong ties with marketing and communications teams to ensure amplification of messaging and securing customer led speaking engagements which highlight ServiceNow as strategic transformation partner.
• Develop thought leadership approach to position ServiceNow CTOs as leading voice on digital transformation, GenAI, and other relevant themes.
• Build expert understanding of P5 leadership team, CTOs, DTLT leads, and Now-on-Now stories/approach to maximize impact of ServiceNow network when in region.
• Identify partner relationships and other channels to help advance ServiceNow customer relationships upwards within customer organizations
• Lead, organize and manage special projects to explore and drive change in Customer Engagement across the Digital Technology organization and ServiceNow ANZ more broadly.
• Contribute to codification and sharing of best practices