Senior Manager, Customer Engagement Strategy And Operations at ServiceNow — BranchFactor

BranchFactor Summary

The original posting with the fluff stripped out

Expected experience: 8+ yrs
Management level: Individual contributor
Contract: Full-time

Compensation

Base salary	US$196,500 – US$343,500 / yr

Role speciality

Executive Customer & Partner Engagement Customer and Market Signals Synthesis

Useful technologies

Excel PowerBI Dynamics Moveworks PowerPoint

Original posting

Job Description

This is a high-impact opportunity to work at the intersection of executive engagement, sales, and customer insight within one of ServiceNow's most strategically important and high-growth business units. As Senior Manager, Customer Engagement Strategy & Operations, you will support efforts for the Moveworks executive team in their most strategic customer and partner interactions. You will serve as a significant multiplier for executives – driving new business by ensuring every customer touchpoint is purposeful and well-prepared, delivering relevant live product demos to customers, and maintaining the continuity of customer relationships and insights across the full engagement lifecycle.

This role reports to the Director, Customer Engagement Strategy, within the APEX organization, and requires five days per week in-office at the Moveworks from ServiceNow office in Mountain View, CA.

What You Get To Do In This Role:

Drive Executive Customer & Partner Engagement for Moveworks and ServiceNow

Triage and prioritize inbound customer meeting requests - ensuring time is protected and spent on the right customers at the right moments in the relationship
Proactively partner with Sales, Business Development, and Product teams to identify and bring forward high-impact customer and partner engagement opportunities
Ensure high-stakes customer meetings are executed flawlessly by preparing talk tracks, aligning with sales on strategic context, stakeholder mapping, and relevant product or other intelligence
Own demo strategy and delivery for executive customer meetings - partnering with solutions consultants to shape compelling demos that meet customer priorities, preparing the right demo environment, and delivering live product demonstrations to senior customer audience
Craft compelling executive narratives that bridge Moveworks and the ServiceNow product strategy to the specific needs, challenges, and priorities of strategic customers — helping principals tell a story that is both technically credible and commercially resonant
Support evaluation and cultivation of technology partnerships and strategic alliances - helping prepare Principals for partner engagements and ensuring follow-through on key relationship milestones
Attend customer and partner meetings, capture key themes and commitments, and drive clear follow-through across cross-functional teams

Surface and Synthesize Customer and Market Signals

Listen closely across engagements to identify recurring themes, friction points, and strategic opportunities — synthesizing them into insights that inform Moveworks from ServiceNow product and GTM priorities
Connect dots across customer conversations to surface patterns that inform product roadmap priorities

Engage cross-functionally on key company priorities

Act as an internal quarterback when strategic customers bring complex needs or requirements — 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 staff— 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

Qualifications

Successful candidates typically bring:

8 to 10+ years of experience spanning product, sales, strategy, or similar functions; background in solution engineering, product strategy, or management consulting strongly preferred; hands-on experience with enterprise software demos or technical pre-sales, or a technical background (CS / engineering) a plus
Executive presence with outstanding verbal and written communication skills - equally fluent presenting to a C-suite audience as crafting a tight strategic narrative
Proven operator in high-stakes, cross-functional environments - sharp business acumen, strong prioritization instincts, able to build consensus among senior stakeholders and drive results
Product fluency in AI and enterprise SaaS - able to demo confidently, speak credibly to roadmap, and connect technical capabilities to customer outcomes in live conversations; hands-on experience with enterprise AI platforms (e.g., ServiceNow, Moveworks, or similar) a plus
Exceptional ability to navigate ambiguity and use sound judgment about when to act and when to escalate
Ability to ramp quickly on new contexts, ask sharp questions, and identify what needs to change -- thrives in evolving environments, experiments readily, and is always looking for better ways to work
Experience leveraging AI tools to improve how work gets done -- from research and synthesis to communication and workflow automation; proficiency with PowerPoint, Excel, PowerBI, Dynamics, and other prominent productivity tools
Based in or willing to relocate to the San Francisco Bay Area, with five days per week in-office at the Moveworks from ServiceNow office in Mountain View, CA

For positions in this location, we offer a base pay of $196,400 - $343,700 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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.

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.