Senior Customer Marketing Manager, ServiceNow
More information about location
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- A passion for the positive impact of technology on businesses and the people who make it possible
- 10-15+ years of total work experience including time working in the information technology and cloud industries in a consulting, customer advocacy, product marketing, customer success, value realization, content development, outbound product, sales or customer customer-facing marketing role
- Demonstrated success delivering impactful and compelling content written, video, audio, and events with ability to share published examples. Strong Americas market knowledge with experience in a SaaS / Enterprise Software company
- Proven track record working effectively with multiple stakeholders and departments, with sometimes competing needs, to build trust and achieve outcomes
- Excellent creative problem-solving skills and desire to continually learn and grow. Experience in both small and large companies is a plus. Passion for the positive impact of technology and business
- Collaborative and positive team member who practices servant leadership philosophies
- High energy, “own it” personality, an ability to drive process improvement, and thrive in a fast-paced, high-growth environment under tight timelines
- Exceptional communication cross-functionally and at all levels including senior management
- Excellent project management skills with an ability to prioritize independently and delegate tasks to team members when appropriate
- Excel at both strategy and execution
- Strong presentation, writing, and communication skills
- Proficient in Microsoft Office (PPT, Excel, Word, Outlook)
- Ability to travel periodically
- Bachelor's degree or equivalent experience, MBA or related graduate degree is a plus
What the job involves
- We are looking for an enthusiastic storyteller content creator, and business strategist to join our customer marketing team
- This role will lead customer testimonial content facilitation and development for our customer service workflows, supporting marketing and sales activities
- The Solutions Customer Marketing team includes subject matter experts who develop relationships with our customers and their broader organizations, to identify opportunities for them to share their stories in mutually beneficial ways (including videos, thought leadership, events, written stories, business value studies, media interviews, etc.)
- These activities support building awareness and education on the benefits of ServiceNow’s AI Platform for Business Transformation within the customer service LOB
- Success in this role will entail building a strong sense of community with our customers, Customer Marketing team members, and across ServiceNow
- It will also require the ability to develop clear strategies to support the needs of the business
- Tell stories about the change agents who are reshaping the tech landscape, their organizations, and the broader marketplace
- Inspire and educate others to do the same
- Including leveraging Gen AI to deliver better to customers and support employees
- Partner with the ServiceNow customers who love our company
- Increase ServiceNow's brand awareness and enable the ServiceNow sales organization to close deals faster by delivering customer testimonials that create market and selling impact
- Build and nurture strategic customer relationships with executive customer spokespeople and ensure mutually beneficial and positive experiences from marketing activities
- Advocate for the customers’ best interests inside and outside of ServiceNow
- Align with internal stakeholders on supporting the business strategies that capture opportunities within the customer service line of business and key industries (financial services, public sector, healthcare, telecommunications and technology, retail)
- Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities to produce compelling stories aligned to the ServiceNow global solutions framework
- Recruit and engage customers to join the ServiceNow customer advocacy program that attracts and appreciates customers
- Understand and oversee the end-to-end process for creating customer content, including story identification and interviewing and producing impactful written, audio and video success stories
- Collaborate with the broader Customer Marketing team to develop and recommend customers stories in support of marketing priorities across the U.S. and globally
- Ensure delivery against program KPIs, including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals
- Make sure agencies are trained and leveraged effectively for consistency and quality
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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