ServiceNow

Senior Manager, Customer Engagement Strategy & Operations - Moveworks from ServiceNow

ServiceNow • $196K — $343K *
Mountain View, CA 94040In-Person
Enterprise Technology
8 - 10 years of experience
4 days ago
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Job Overview by Ladders

Qualifications

  • 8-10+ years of experience in product, sales, strategy, or related fields; experience in solution engineering or management consulting preferred.
  • Strong executive presence with excellent verbal and written communication skills.
  • Experience operating in high-stakes, cross-functional environments with strong business acumen.
  • Product knowledge in AI and enterprise SaaS; hands-on experience with enterprise AI platforms a plus.
  • Exceptional at navigating ambiguity and making sound judgment calls.
  • Ability to quickly acclimate to new contexts and identify necessary changes.
  • Experience utilizing AI tools for enhancing work efficiency, and proficient in PowerPoint, Excel, PowerBI, and Dynamics.

Responsibilities

  • Triage and prioritize customer meeting requests; ensure effective use of executives' time.
  • Collaborate with Sales and Product teams to identify impactful engagement opportunities.
  • Prepare for high-stakes customer meetings by developing talk tracks and stakeholder insights.
  • Own the demo strategy; collaborate with consultants to create and deliver relevant product demonstrations.
  • Craft executive narratives connecting customer needs with product strategy.
  • Support technology partnerships by preparing Principals for engagements and tracking milestones.
  • Attend meetings to capture themes, commitments, and ensure follow-through with teams.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations program.
  • Flexible time away plan and family leave programs.
Full Job Description
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.

FD21

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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