Full-Time Senior Manager, Customer Story Dev

Role:Introduction: The Senior Manager, Customer Story Development leader is a key player in the Customer Marketing team, owning the relationships with key business stakeholders and acting as team leader. They identify target customers, capture their success stories, and deliver top-notch content.

Key Responsibilities

• Maintain the target customer list for their assigned Industry/BU.
• Manage stakeholders, gain buy-in, and support the strategy.
• Partner with Sourcing & Qualification and other stakeholders to build the list.
• Act as the Sales arm of Customer Marketing, pitching Customers and Sales Teams.
• Help customers understand the value of the program.
• Interview customers, understand their journey, and capture details for compelling stories.
• Manage the end-to-end content production process, defining the Bill of Materials (slides, case studies, films) and approvals.
• Deliver high-quality content meeting ServiceNow standards.
• Manage internal and external approvals for timely delivery.
• Manage vendors to ensure high-quality output and alignment with ServiceNow messaging.

Skills and Capabilities

• Strong Stakeholder Management skills to gain buy-in and build partnerships.
• Proficient in Sales, pitching customer advocacy program value.
• Excellent Interviewing skills to capture customer stories.
• Strong Storytelling and Narrative Development abilities.
• Project Management skills to oversee content production.
• Proficient in Content Creation and Quality Control.
• Vendor Management skills to ensure quality deliverables.
• Excellent Communication and Collaboration skills.
• Understanding of ServiceNow's target industries, workflows, and solutions.
• Ability to manage multiple stories, adapt to various solutions, and handle a dynamic workload.

Experience Requirements

• 12+ years of experience in IT and cloud industries, in a customer advocacy, customer reference, or customer-facing marketing role.
• 2+ years leading a team.
• Demonstrated success delivering compelling stories (written, video, stage).
• Proven track record working with customers and internal executives.
• Strong Americas market knowledge with experience in a SaaS/Enterprise Software company.

Additional Requirements

• High energy, ownership mentality, and ability to drive process improvement.
• Strong communication skills at all levels, including senior management.
• Passion for learning and innovation, including AI and new tools.

Equal Opportunity Employer

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