Full-Time Customer Story Development Manager

Customer Story Development Manager is a key player on the Customer Marketing team, responsible for identifying target customers, capturing their success stories, and delivering high-quality content.

Collaborates with business stakeholders to build and maintain a pipeline of compelling customer stories, pitch the value of advocacy, conduct in-depth interviews, and oversee the end-to-end content production process.

1. Customer Interviews: Conduct in-depth interviews to uncover compelling customer stories, capturing both the narrative arc of their journey and the technical and business details that bring their success to life. When customers share multiple use cases, ensure insights are captured for different teams and outputs while maintaining an excellent customer experience.
2. Pitching to Customers & Sales Teams: Act as an advocate for the Customer Marketing program, helping customers, partners, and account teams understand the value of participating in advocacy initiatives.
3. Content Production Management: Own the full content development process, from defining deliverables (slides, case studies, videos, etc.) to securing internal and external approvals. Ensure all content meets ServiceNow’s quality standards and is delivered on time.
4. Customer Story Strategy & Engagement: Maintain and refine the target customer list for assigned industries or business units. Partner with internal teams to align customer story priorities with business objectives.
5. Vendor Management: Work with external agencies to ensure content aligns with ServiceNow’s messaging, positioning, and brand voice.

Skills and Capabilities:

• Stakeholder Management: Ability to build strong partnerships with marketing, product, sales, and communications teams.
• Sales & Persuasion: Strong ability to pitch the value of advocacy programs to customers and internal teams.
• Interviewing & Storytelling: Excellent interviewing skills to draw out customer stories and craft compelling narratives.
• Project Management: Ability to manage multiple customer stories and oversee the full content production process.
• Content Development: Experience creating and managing various content types (slides, case studies, videos).
• Vendor Collaboration: Skilled at managing external agencies.
• Communication & Relationship Building: Strong interpersonal and collaboration skills to engage customers and internal stakeholders effectively.
• Industry & Solution Knowledge: Understanding of ServiceNow’s target industries, workflows, and solutions.
• Adaptability & Multitasking: Ability to manage multiple projects in a fast-paced environment.
• AI Integration: Experience leveraging or critically thinking about how to integrate AI into work processes.
• Experience: 6+ years of experience in information technology, cloud industries, customer advocacy, customer references, or customer-facing marketing roles.
• Proven Track Record: Proven track record of delivering compelling customer stories.
• Large Brand Customers: Experience working with large brand customers to engage in customer advocacy.
• Understanding of Priorities: Strong understanding of marketing, sales, and communications priorities.
• AMS Market Expertise: Expertise in the AMS market with experience in a SaaS/Enterprise Software company.
• Self-Starter: Self-starter with a high-energy, results-driven mindset.
• Communication Skills: Exceptional communication skills, with the ability to engage cross-functionally and at all levels.
• Curiosity for AI & Innovation: Passion for AI, new technologies, and experimenting with innovative ideas.

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