Director, Pre-Sales Support & Customer Engagement

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Customer Excellence Group Strategy & Product Autonomous Implementation Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI-first implementation and adoption experience for ServiceNow's customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As Director, Pre-Sales Support & Customer Engagement, you will you will build and lead a team that empowers ServiceNow's pre-sales organization to position ServiceNow's autonomous implementation capabilities, which will accelerate time-to-value for customers, enabling our sellers to win more deals. Your North Star: dramatically compress time-to-first-meaningful-use, accelerate adoption, and deliver a consistently excellent, AI-enabled implementation journey that reduces deployment friction and improves renewal outcomes.
Responsibilities:

• Develop and execute strategies to enable pre-sales teams in articulating the value of autonomous implementation, shortening sales cycles, and driving customer adoption.
• Build scalable support models and assets for pre-sales engagement, including solution positioning, demos, and proof-of-value frameworks.
• Partner with Product Management, Engineering, and Sales to ensure alignment on messaging, capabilities, and customer outcomes.
• Establish best practices for customer engagement, ensuring a seamless transition from pre-sales to delivery and maximizing customer satisfaction.
• Create enablement curricula, certification paths, and playbooks for pre-sales and customer-facing teams.

Qualifications
To be successful in this role, you must have:

• 10+ years of experience leading pre-sales support and customer engagement programs in enterprise software; proven success in building and scaling high-performing teams.
• Deep understanding of pre-sales processes, solution positioning, and customer engagement strategies for innovative technology offerings.
• Strong commercial acumen and ability to drive measurable outcomes across global stakeholders.
• Experience with AI-first or autonomous implementation initiatives; familiarity with LLM/GenAI fundamentals and enterprise integration preferred.
• Proven cross-functional leadership and executive communication skills; ability to influence Product, Engineering, Sales, Services, and Risk/Legal/Security teams.
• Experience in instituting governance, quality assurance, and Responsible-AI guardrails in customer-facing processes.
• Prior ServiceNow experience or knowledge of the ecosystem is preferred.
• Must be able to travel up to 50% annually.

For positions in this location, we offer a base pay of $217,500 - $380,700, 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.
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.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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