ServiceNow · 2 weeks ago
Customer Advocacy Excellence Manager
Santa Clara, CA
Full-time
Hybrid
Senior Level
$135K/yr - $237K/yr
5+ years expServiceNow is a global market leader in innovative AI-enhanced technology, seeking a Customer Advocacy Excellence Manager to operationalize and execute a newly established advocacy excellence function. This role involves strategy execution, operational excellence, and hands-on advocacy responsibilities to enhance customer engagement and executive interactions.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Support the development of an advocacy excellence function by building the standards, mechanisms, and resources that elevate how advocates support executive engagements and customer conversations across Sales
Operationalize the advocate charter, standards, and engagement model
Build scalable frameworks and mechanisms that improve executive readiness, storytelling, deal influence, and cross-functional collaboration
Strengthen advocate skills through structured learning experiences, resources, and mechanisms that reinforce consistent storytelling, executive preparation, deal clarity, and leadership behaviors
Help coordinate and execute advocate learning sessions, community touchpoints, and forums that reinforce shared standards and best practices
Create and maintain templates, frameworks, and a centralized resource hub used by advocates across the company
Build reusable patterns for briefing content, value stories, vision pages, POV outlines, and executive-engagement assets
Design new executive and customer engagement programs originating from OGCO
Translate big ideas into clear, compelling program visions and execution plans that drive impact
Establish operating rhythms, forums, and communication channels that support a consistent advocacy motion
Build strong cross-functional alignment to ensure programs, standards, and mechanisms are understood, adopted, and executed consistently
Prepare executives with clear, concise narratives that elevate customer moments
Shape the value story and create the angle for customer conversations
Ensure each engagement builds trust, clarity, and momentum
Coach account teams on deal framing, messaging, stakeholder alignment, and executive presence
Bring clarity to ambiguous deal situations and align cross-functional teams around a cohesive plan
Influence deal approach while ensuring ownership stays with the AE team
Turn complex ideas into clear, compelling storytelling assets that executives can quickly understand
Translate Dream Big concepts into narratives that resonate with customers
Shape proposals, POVs, and briefing material with high quality and impact
Act as a connector across Sales, CS, Product, Legal, OCEO and more
Identify GTM friction points and propose workflows that increase clarity and decision velocity
Serve as a key partner to advocate offices across the company, acting as a primary resource for how to adopt and apply the Excellence Function’s standards, resources, and mechanisms
Create and refine templates, frameworks, and repeatable patterns for advocates
Build and maintain a centralized resource hub
Support planning, logistics, and content preparation for advocate learning sessions, forums, and bootcamps
Draft and refine executive-ready content that serves as a model for the advocate community
Partner with automation teams to simplify workflows and reduce manual effort
Gather insights and feedback from advocates and account teams to prioritize improvements
Prepare executives for customer meetings with strong, clear narratives and recommendations
Participate in selected customer engagements to observe, model excellence, and identify opportunities for improvement
Draft strategic storylines, messaging, and follow-up content that reflect our standards
Provide structured coaching to account teams when needed
Qualification
Required
5+ years leading GTM initiatives, enablement, operations, or structured strategic-execution work in a large enterprise
Ability to translate conceptual direction into structured, scalable mechanisms and resources
Excellent writing and storytelling skills for executive audiences
Proven ability to operate in ambiguity and drive clarity
Strong planning, prioritization, and execution capabilities
Experience collaborating with senior leaders and cross-functional teams
Preferred
Experience designing or delivering training, workshops, or capability-building experiences
Understanding of enterprise sales motions and customer engagement cycles
Familiarity with AI and automation tools
Background in B2B SaaS, consulting, GTM strategy, or sales enablement
Benefits
Health plans
Flexible spending accounts
A 401(k) Plan with company match
ESPP
Matching donations
A flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-01-07
Company data provided by crunchbase