This is one of the most consequential roles at ServiceNow. You will sit at the intersection of our most important enterprise customers, our field leadership, and our product organization—translating what’s happening in the field into how we build, sell, and deliver the platform. You are the connective tissue between customer reality and company strategy. This role demands someone who can earn trust at the C-suite level on a Monday, brief a GM on roadmap trade-offs on a Tuesday, and coach a field team through a high-stakes deployment on a Wednesday. You will work across Product , Customer Success, Partner, and the BUs—orchestrating resources with a sense of urgency and a bias toward customer outcomes. What You’ll Do:Customer Engagement Engage directly with C-suite executives and transformation stakeholders at our most strategically important enterprise accounts Drive functional and domain-specific conversations that move customers from intent to action Work with customers to define use cases and map them to a platform-level strategy—not just point solutions Identify and escalate poor experiences before they become churn risks, and own the resolution path Orchestrate the post-sale deployment and adoption motion for high-value customers—bringing the full weight of APEX, CEG, and our Partner ecosystem to bear on customer outcomes at scale Field Leadership Advise field leadership on how to sequence and prioritize across their account portfolios Drive pipeline at scale when needed, using one-to-many approaches across large account sets Stay closely engaged in high-momentum accounts—advising internal teams and helping sustain deal velocity through close Surface what’s landing (and what isn’t) in the field to sharpen competitive positioning and sales plays Enable and activate the field to orchestrate across ServiceNow’s full resource network, ensuring customers reach successful deployment and measurable outcomes Product & Platform In collaboration with GMs, identify high-value cross-workflow opportunities and advocate for their prioritization on the roadmap Feed unfiltered customer and field signal into roadmap and platform evolution through a structured, repeatable framework Orchestrate APEX product and engineering resources into customer engagements when the moment calls for it Surface opportunities for FDE engagement and flag potential partnership and M&A signals Contribute to the evolution of unified pricing and packaging—including the development of outcome-based pricing models informed by market feedback In partnership with APEX Strategic Program Management and BU Leadership, drive post-acquisition GTM integration 
