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

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