Who you are

• 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

What the job involves

• 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
• 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

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time