Senior Product Marketing Manager, ServiceNow
Customer Excellence
$140-245.2k
+ Equity + ESPP
More information about location
Cloud-based digital workflows for enterprises
Posted today
Cloud-based digital workflows for enterprises
1001+ employees
Posted today
$140-245.2k
+ Equity + ESPP
More information about location
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- To be successful in this role, you must be experienced in enterprise B2B marketing, have excellent communication and messaging skills, and a strong understanding and interest in driving retention and building an enduring relationship ServiceNow customers
- 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
- Ideally 12+ years of overall relevant experience with 7+ years of product or customer marketing/management focus and 4 years of experience in enterprise software platforms, knowledge of AI a plus
- Strategic storyteller who can craft simple and memorable narratives
- Experience building public-facing presentations with high attention to detail for marketing events, sales organizations or executive presentations
- Demonstrated ability to work across functions within Marketing, Product and Sales, building relationships to drive results
- Very strong written and oral communication skills
What the job involves
- We are seeking a highly motivated, creative, and experienced Senior Product Marketing Manager, Customer Excellence to join ServiceNow’s Product and Solutions marketing team with a focus on Customer Excellence
- In this role, you will be responsible for crafting compelling messages and celebrating 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, 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 Excellence Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels
- Positioning and Messaging - Develop a compelling narrative and value proposition for ServiceNow’s Customer Excellence Solution. Work to embed that message into our brand and company narrative as well as within industry, field and solutions content. Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement
- Customer Marketing/Advocacy – Work with Success and Value teams to identify customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives, content and channels to build communities of loyal and raving fans. Partner with brand and customer evidence teams to build high quality content (website, customer stories, presentations, videos, etc.)
- Event Management– Unify Customer Excellence presence including all products and services into cohesive experience at key marketing events with differentiation, breakthrough content, customer and SME speakers and messaging support
- Enablement – Manage trainings for sales, success and marketing teams to ensure a consistent understanding of the comprehensive Customer Excellence Solution to enable new customer acquisition, retention and upsell and cross sell efforts
- Demand & Retention - Work with our internal demand gen teams to hone the strategy and marketing programs that drive demand with ServiceNow customer base. Work with internal campaign teams to nurture customers to increase satisfaction and loyalty Be proactive in recognizing where the business (sales and success) may need marketing support and the effective levers to pull from awareness to consideration/purchase to loyalty
- Integrated Sales & Marketing - Liaison with sales, field and partner marketing to drive integration of customer success in local campaigns activities to support upsell and cross sell opportunities
- Press and Analysts Relations- Work closely with Analyst and Press Relations teams to ensure effective thought leadership and ongoing relevance in the 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 values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
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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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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