Customer Excellence Solutions Director, ServiceNow
$170.2-297.9k
+ Variable/incentive compensation
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
$170.2-297.9k
+ Variable/incentive compensation
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
- Ability to translate industry processes into digital transformation opportunities across products
- Natural empathy for, and understanding of, needs of customers across organizations from a variety of industries, including retail, education, transportation and energy
- Proven ability for driving traction and programs that ensure success of an extended ecosystem, designed to scale
- The ability to generate ideas for how our products can make our customers and partners more successful
- Domain expertise in business to business marketing and the ability to collaborate with organizations on how ServiceNow can help them evolve to achieve their desired business objectives
- Passion about our products and solutions and the possibilities of shaping the future of how people work
- 15+ years of industry marketing or marketing experience
- Highly collaborative and effective communicator
- Strong ability to translate and simplify complex technology concepts to business value for consumption by customers, sales and partners
- Proven experience designing, developing and implementing insight-driven, content-led marketing campaigns working with the business and marketing leadership
- Strong content curation/development experience with a track record of customizing/targeted messaging central content for specific industry audiences/client priorities
- Excellent storytelling, campaign planning, content customization, and project management skills
- Very strong written communication skills
- Industry marketing experience or equivalent experience targeting specific technology buyer segments
- Strong experience in digital content and campaigns
- Must be comfortable with social media and community participation
- Excellent people skills to interact with staff, colleagues and cross-functional teams, and third parties
- Must be a high-impact individual, dynamic speaker, and leader
What the job involves
- We are seeking a highly motivated, creative, and experienced Customer Success Solution Director to join ServiceNow’s Product and Solutions marketing team
- In this role, you will lead the development and elite execution of differentiated positioning, breakthrough messaging and integrated programs to celebrate ServiceNow’s commitment to our customers enduring success across the end-to-end customer journey from pre to post sale
- You will work closely with ServiceNow’s sales, services, product, customer success and marketing team’s on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the presence on ServiceNow.com
- You will become the go to market expert on our Customer Success Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels
- Positioning and Messaging – Lead the development of compelling narrative and value proposition for ServiceNow’s Customer Success Solution and framework to scale
- Drive the inclusion of customer success into our brand and company narrative as well as within industry, field and solutions content
- Seamlessly integrate work across pre and post experience
- Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement
- Customer Advocate Creation– Drive global initiatives to build customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives
- Build content and channels to expand communities of loyal and raving fans
- Lead success inclusion within brand and customer evidence teams resulting in high quality content and the elevation of customers success in corporate efforts. (advertising, website, customer stories, presentations, videos, etc.)
- Event Strategy and Management– Create a cohesive and elevated Customer Success strategy and experience across key events underpinned with inspirational creative, clear and concise content, subject matter expert speaking opportunities, customer showcases and messaging support
- Enablement – Build relevant content and conduct sessions for sales, customer success and marketing teams to ensure a consistent understanding of the comprehensive Customer Success Solution to enable new customer acquisition, retention and upsell and cross sell efforts
- Work in direct alignment with other product and services marketing teams to craft seamless and relevant messaging to be included in cross solution and product portfolio efforts. (Success should be included in all we do)
- Demand & Retention –Lead direct connection with business operations (sales and success) to identify marketing strategies needed
- Create and activate the needed strategy including defining effective levers to pull from awareness to consideration to purchase to loyalty with accelerated execution
- Enable ongoing demand with SN customer base through collaboration with internal campaign teams and renewal strategy
- Integrated Sales, Marketing and Success - Define functional collaboration model to drive integration of customer success solution value across regional and local sales motions while drive marketing initiatives to support upsell, cross sell and retention/renewal opportunities
- Press and Analysts Relations- Partner with Analyst Relations and Public relations experts to build effective communications strategy including thought leadership, Analyst briefings/inquiries and ongoing stories/pitches to increase awareness and set benchmark for customer success leadership in market
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.
Salary benchmarks
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