Senior Customer Advocate

South Bay
October 18, 2024
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Job Description

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today – ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job 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.
The Role
The ServiceNow Marquee Business is focused on getting our customers to value across the end-to-end customer journey from pre-sales to post-sales. Our vision is to revolutionize the enterprise software experience to drive exponential returns for our customers. As a part of the Strategic Initiatives team within Strategic Accounts, this role will be integral to customer and partner engagement for the leadership team.
This is an exceptional opportunity to work closely with the President of Global Industries and Strategic Growth and provide strategic guidance and thought partnerships on engagements. This role will direct help prepare for major interactions with customers, partners and internal/external stakeholders, including activities such as: strategic approach to customer & partner engagements, end to end customer and partner meeting preparation and follow up, and collaborating with account teams. Success in this position requires a proven ability in operational excellence with strong strategic thinking, project management skills, and the ability to influence all levels of the organization. Earning trust with key stakeholders and building a sense of ownership across teams is critical.
We are looking for a Manager who is an autonomous worker, effective influencer, self-starter, and who will thrive in high-growth environment. If you want to learn more about our company and the impact we have, please visit our YouTube channel: https://www.youtube.com/user/servicenowinc
Responsibilities:

  • Optimize the customer and partner engagement for the President of Global Industries & Strategic Growth: ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, and partner with sales to deliver follow-up messages to the customer.
  • Document all customer interactions in Engage. This includes prep, notes, follow-up actions, and collateral.
  • Manage the governance and rigor for all Executive Sponsor accounts associated with the President of Global Industries & Strategic Growth. This includes setting up regular cadences, managing Teams channels, and ensuring the President is in alignment with exceptional Executive Sponsor standards.
  • Identify key accounts for engagements via account-level data and guidance from key stakeholders and work with account teams on engagement strategy, scoping, and timing.
  • Drive thorough after-action reviews on critical themes that emerge from engagements that can be leveraged by other teams within the organization.
  • Deepen and drive success for strategic customer/partner relationships and accounts and support key messaging in partnership with marketing and communications for relevant internal and external meetings
  • Improve operational excellence through identification and execution of initiatives that create efficiency, remove obstacles, or create improved processes and approaches

Qualifications
Qualifications

  • Previous sales, account management, or management consulting experience preferred
  • Proven capability coaching and guiding high-performing sales teams in indirect matrix capacity
  • Superb ability to influence and motivate others
  • Experience in driving cross-functional collaboration and building consensus and trust
  • Exceptional verbal and written communication skills, with the ability to simplify complex ideas in a concise manner
  • Ability to manage several complex projects at once while also providing proactive communication on status
  • Self-starter and a problem-solver with a bias for action
  • Willingness to do whatever it takes to deliver results
  • Strong leadership skills; able to manage multiple extended or virtual teams
  • Proficient with Powerpoint and Excel
  • Detailed knowledge on enterprise software and the SaaS industry

FD21
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $155,600 – $272,400, 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.
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. Learn more here .
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 [email protected] 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.
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