Director, Customer Engagement Strategy & Operations, Moveworks from ServiceNow

This is a high-impact opportunity to work at the intersection of customer strategy, executive engagement, sales, and product insight within one of ServiceNow’s most strategically important and high-growth business units. As Director, Customer Engagement Strategy & Operations, you will shape and execute the customer engagement strategy for the Moveworks from ServiceNow executive team, representing the executive team in their most strategic customer and partner interactions. You will be a trusted extension of the executive team, speaking with their voice and judgment, and maintaining 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

Shape Customer Engagement Strategy & Planning

• Translate product, customer, and GTM priorities into an executive customer engagement strategy, and own the allocation of the executive team’s customer-facing capacity by making tradeoffs about where executive engagement most influences customer, partner, and commercial outcomes
• Partner with Sales, Business Development, and Product to identify and bring forward high-impact customer and partner opportunities that drive new business
• Anticipate emerging needs, surface gaps and risks early, and build scalable approaches to customer engagement rather than one-time solutions
Drive Executive Customer & Partner Engagement for the Moveworks from ServiceNow Executive Team

• Represent the executive team’s position, intent, and commitments to account teams, and prepare talk tracks, strategic context, stakeholder mapping, and industry intelligence so high-stakes meetings are executed flawlessly
• Carry yourself with poise and credibility in customer and partner meetings, earning the confidence of customers and Moveworks executives alike, and driving follow-through across teams
• Craft executive narratives that bridge product strategy to customer priorities
• Steward key technology partnerships and strategic alliances
Turn Customer Signals into Business Action

• Synthesize patterns across customer and partner engagements into clear recommendations for senior executives, and partner with Product and GTM Principals to translate them into roadmap, positioning, and go-to-market choices
Build the Operating Model & Drive Cross-Functional Execution

• Establish and run the operating rhythm and AI-enabled workflows that keep strategic engagement prioritized, prepared, and translated into action
• Act as the strategic quarterback for complex customer needs and critical account escalations, representing the executive team in the room, mobilizing teams across Moveworks and ServiceNow, removing blockers, and judge when executive intervention is required
• Make the call executive input is not needed, and bring forward the ones that do with a clear point of view and the tradeoffs worked through

Department: Product
Function: Strategy/Planning
Experience Level: Not Applicable