GAC Engagement Manager - Operations Lead

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
As an GAC Engagement Manager - Operations Lead, you will play a pivotal role in ensuring the smooth engagement, operations, and tracking of the Global Advisory Council (GAC). This includes coordinating customer interactions, managing executive schedules, and facilitating strategic customer engagements with our most important stakeholders.
You will manage a portfolio of engagements as well as being the resident expert in operational efficiency.
You will act as a key connector between the GAC, sales and marketing teams, as well as senior executives and the broader IGTM, ensuring that engagements are seamlessly executed, effectively tracked and impact is captured. Your knowledge of company operations, policies, and internal systems will be critical in driving efficiency and maximizing GAC impact.
Key Responsibilities
Customer Engagement & Stakeholder Management

• Collaborate with the sales team to ensure GAC Executives are fully briefed, prepared, and aligned with key customer engagement strategies.
• Capture and track all GAC customer interactions in Dynamics, keeping stakeholders informed on action items and engagement outcomes.
• Project manage GAC engagements, ensuring follow up, feedback and closing out actions
• Maintain CxO introductions and relationship data within internal systems (Dynamics, internal dashboards).
• Oversee and manage customer engagement collateral and enablement resources in SharePoint, ensuring GAC members have easy access to critical materials.
• Operational & Administrative Support
• Leverage AI to drive efficiencies and program value.

Calendar & Diary Management:

• Coordinate schedules between GAC members and key customers, optimizing availability.
• Partner with the Strategic Customer Advisory Operations Snr Manager to prioritize, prepare, and execute high-impact meetings.
• Meeting & Event Coordination:
  • Plan, schedule, and facilitate GAC meetings, events, and strategic touchpoints.
  • Prepare meeting materials, manage logistics, and provide real-time support, including tracking next steps.
  • Coordinate location arrangements and budgets, ensuring all stakeholders have necessary details and documentation.

Travel & Logistics:

• Support business travel arrangements and communicate itineraries for GAC meetings.
• Ensure seamless coordination of advisor onsite activities, tracking engagements and measuring impact.

Process & System Support:

• Assist with supplier onboarding, purchase requisitions, and GAC onboarding processes.
• Capture and maintain customer-related meeting records within internal systems.

Qualifications
Why This Role is Ideal for You

• Influence Strategic Engagements - Play a direct role in shaping high-level interactions with key customers and senior executives.
• Expand Your Career Growth - Gain visibility with leadership teams, develop cross-functional collaboration skills, and work with former CEO's and board executives.
• Showcase your project and program management expertise - This provides a great opportunity to showcase and enhance project management, stakeholder engagement, and operational execution skills.

Skills and Experience

• • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • Be an Expert Organizer & Multitasker - Ability to manage multiple workstreams, from calendar coordination to executive briefings.
  • Be Data-Driven & Analytical - Ability to track and measure engagement impact, with familiarity using CRM tools (Dynamics, Power BI preferred).
  • Comfortable working with data, possessing intermediate or advanced excel skills.
  • Be an Effective Communicator & Trusted Partner - Collaborate with senior leaders, cross-functional teams, and external stakeholders.
  • Be Agile & Solution-Oriented - Able to navigate a fast-paced environment, prioritize competing demands, and anticipate potential challenges.
  • Possess Exceptional Attention to Detail - Ensure accuracy in meeting coordination, documentation, and follow-ups.
  • Embrace a Customer-Centric Mindset - A background in customer engagement, executive support, or sales operations is highly advantageous.
  • Tenacious and resilient - Be comfortable working in a fast paced, and at times ambiguous environment.
  • Possess tons of common sense and have a healthy sense of humour!
  • (Bonus) Multilingual Skills - Proficiency in French or German is a plus.

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 .
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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