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Senior Manager of Marquee Client Engagement

2 months ago

Waltham Massachusetts, United States ServiceNow Full time

Position Overview:
As a pivotal member of the Global Industries & Strategic Growth organization, you will report directly to the Senior Director of Go-To-Market and Portfolio Management.

Role Responsibilities:
In the capacity of Senior Manager of Marquee Client Engagement, you will serve as a trusted advisor to account teams across designated clients, playing an essential role in enhancing our engagement with global sales teams.

Your focus on customer satisfaction will be paramount as you contribute to the ongoing development, innovation, and enhancement of our Marquee Experience "product," which offers exclusive benefits to our top 250 clients.

Collaboration with branding teams and involvement in various opportunistic projects will also be part of your responsibilities.

Key Contributions:
Your proven ability to "connect the dots" will be crucial as you align Marquee Experience offerings with customer needs to foster positive customer sentiment.

The ultimate objective is to cultivate valuable client relationships that drive significant growth for ServiceNow, enhancing customer experience and accelerating the expansion of the Marquee business over a three-year period.

Your influence across the organization will be vital in driving alignment and implementing key changes.

Familiarity with dynamic, matrixed organizations will serve you well as you collaborate with various business units worldwide, partnering on initiatives that ensure success for both customers and account teams.

What You Will Accomplish:

  • Act as a Marquee Experience authority for assigned accounts, assisting account teams in aligning Marquee capabilities with customer experience challenges to facilitate growth.
  • Engage proactively with stakeholders globally to identify, enhance, and design the necessary capabilities for Marquee to effectively serve customers and account teams.
  • Oversee interactions with sales and clients through the Tailored Experience, ensuring real-time updates and accuracy for your assigned accounts.
  • Utilize insights from clients and account teams to identify opportunities for improvement and innovation, delivering exceptional experiences.
  • Encourage cross-functional collaboration with teams such as sales, Workflow Design Studio, Global Advisory Board, Large Deal team, Inspire Value, and Strategic Initiatives.
  • Manage the lifecycle of the Marquee Experience, from strategic planning and innovation to execution and realization of positive outcomes.
  • Undertake additional responsibilities related to branding, marquee events, and the development and monitoring of tracking systems.