Full-Time Senior Manager, Customer Marketing

Role: We are looking for an enthusiastic storyteller, content creator, and business strategist to join our customer marketing team. This role leads customer testimonial content facilitation and development for customer service workflows, supporting marketing and sales activities.

Team: The Solutions Customer Marketing team includes subject matter experts who develop relationships with customers and their broader organizations. They identify opportunities for customers to share their stories in mutually beneficial ways (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.

Responsibilities:

• Tell stories about change agents reshaping the tech landscape, their organizations, and the broader marketplace, including leveraging Gen AI to deliver better to customers and support employees.
• Partner with ServiceNow customers to increase ServiceNow's brand awareness and enable the sales organization to close deals faster.
• Build and nurture strategic customer relationships with executive customer spokespeople, ensuring positive experiences from marketing activities.
• Advocate for customer best interests inside and outside of ServiceNow.
• Align with internal stakeholders on supporting business strategies in customer service and key industries (financial services, public sector, healthcare, telecommunications, technology, retail).
• Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities.
• Recruit and engage customers to join the ServiceNow customer advocacy program.
• Understand and oversee the end-to-end process for creating customer content, including story identification, interviewing, and producing impactful written, audio, and video success stories.
• Collaborate with the broader Customer Marketing team to develop and recommend customer stories in support of marketing priorities across the U.S. and globally.
• Ensure delivery against program KPIs, including publishing customer stories, keynotes for events, PR/AR coverage, and references for campaigns.
• Provide monthly/quarterly/year-end reporting on accomplishments against goals.
• Train and leverage agencies for consistency and quality.

Requirements:

• Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
• Passion for positive technology impact on businesses.
• 10-15+ years of experience in IT, cloud industries in consulting, customer advocacy, product marketing, customer success, content development, or customer-facing marketing.
• Demonstrated success delivering impactful content (written, video, audio, events).
• Strong Americas market knowledge in a SaaS/Enterprise Software company.
• Proven track record working effectively with multiple stakeholders and departments.
• Excellent creative problem-solving skills and desire to continually learn and grow.
• Passion for the positive impact of technology and business.
• Collaborative and positive team member who practices servant leadership.
• High energy, ability to drive process improvement, and thrive in a fast-paced environment.
• Exceptional cross-functional and senior management communication.
• Excellent project management skills with prioritization and delegation ability.
• Strong presentation, writing, and communication skills.
• Proficient in Microsoft Office.
• Ability to travel periodically.
• Bachelor's degree or equivalent experience, MBA a plus.

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