AVP, APJ Strategic Customer Engagements

About the role

This role is based in Singapore and reports into the APJ leadership team at ServiceNow. The AVP for APJ Strategic Customer Engagements is responsible for driving meaningful, long-term relationships with ServiceNow's most important enterprise customers across the Asia Pacific and Japan region. The position focuses on aligning ServiceNow's platform capabilities with the strategic objectives of key accounts, ensuring that customers realize maximum value from their investment in the ServiceNow ecosystem. The AVP works closely with internal teams including sales, product, and customer success to orchestrate engagement plans that support retention, expansion, and advocacy among strategic accounts in the APJ territory.

Key facts

What you'll do

Lead the development and execution of strategic engagement plans for assigned high-value accounts across APJ. Partner with sales leadership to identify and prioritize key customer opportunities and expansion pathways. Serve as the primary strategic point of contact for senior customer stakeholders and executive sponsors. Coordinate cross-functional resources including product, engineering, and customer success to address complex customer needs. Facilitate executive business reviews and quarterly business reviews with strategic customers to track value realization. Develop and maintain a deep understanding of each strategic customer's business model, industry trends, and transformation goals. Identify and champion use cases where the ServiceNow platform can drive measurable business outcomes for customers. Build strong internal alignment across APJ sales, marketing, and product teams to ensure a unified customer-facing narrative. Monitor customer health indicators and proactively flag risks or expansion opportunities to the appropriate internal stakeholders. Represent ServiceNow at industry events, customer conferences, and regional forums to strengthen brand presence and customer relationships.

Requirements

Proven track record of managing strategic customer relationships at the executive level within a enterprise software environment. Minimum of ten years of experience in customer-facing roles with at least five years in a leadership capacity. Demonstrated success in managing and growing a portfolio of strategic accounts across the Asia Pacific region. Strong understanding of enterprise IT service management, IT operations, or digital workflow platforms and their business value. Exceptional communication and presentation skills with the ability to influence senior leaders and executive sponsors. Experience collaborating with cross-functional teams including sales, product management, and professional services to deliver customer outcomes. Willingness to travel frequently across the APJ region, including Australia, Japan, and Southeast Asia as needed. Bachelor's degree or equivalent practical experience in business, technology, or a related discipline.

Nice to have

Prior experience working within the IT service management or IT operations industry vertical. Familiarity with enterprise cloud platforms, workflow automation, or service management solutions beyond ServiceNow. Established network of relationships with C-level or VP-level executives at large enterprise accounts in APJ. Experience presenting at customer conferences, user groups, or industry analyst events in the Asia Pacific region.

Skills & tools

Strong proficiency in strategic account planning and customer engagement frameworks. Ability to analyze customer data and usage patterns to inform engagement strategies. Experience with CRM platforms and customer success management tools for tracking account health. Excellent stakeholder management skills with the capacity to navigate complex organizational structures. Fluency in English for business communication; additional APJ languages are a strong advantage. Comfort with presenting to large audiences and facilitating interactive executive workshops.

Practical notes

This is a full-time position headquartered in Singapore with regular travel required across the APJ region. The role reports into the APJ strategic customer engagement leadership and is part of a high-performing regional team at ServiceNow. Compensation details are not disclosed in the current listing and will be discussed during the recruitment process. Candidates should expect a multi-stage interview process involving both behavioral and case-based assessments focused on strategic customer engagement scenarios.

About the company

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®.