Full-Time Customer Excellence Solutions Director

Role: 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 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.

What you get to do in this role:

1. 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.
2. 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 customers.
3. Event Strategy and Management: Create a cohesive and elevated Customer Success strategy across key events underpinned with inspirational creative, clear and concise content.
4. Enablement: Build relevant content for sales, customer success and marketing teams to ensure a consistent understanding of the Customer Success Solution.
5. Demand & Retention: Lead direct connection with business operations to identify marketing strategies.
6. Integrated Sales, Marketing and Success: Define functional collaboration model to drive integration of customer success solution value.
7. Press and Analysts Relations: Partner with Analyst Relations and Public relations experts to build effective communications strategy.

To be successful in this role, you have:

• Ability to translate industry processes into digital transformation opportunities across products
• Natural empathy for, and understanding of, needs of customers
• Proven ability for driving programs to ensure success of an extended ecosystem
• Domain expertise in business to business marketing and the ability to collaborate
• Passion about our products and solutions and the possibilities
• 15+ years of industry marketing or marketing experience
• Strong ability to translate and simplify complex technology concepts
• Strong content curation/development experience
• Excellent storytelling, campaign planning, and project management skills
• Strong written communication skills
• Strong experience in digital content and campaigns
• Excellent people skills
• 25%-30% travel, nationally and internationally

Compensation: $170,200 - $297,900, plus equity (when applicable), variable/incentive compensation and benefits.

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