Adoption Marketing Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Role:

We are seeking a dynamic, data-driven Customer Marketing Manager with 5+ years of experience focused on customer marketing activities. The ideal candidate will be responsible for planning, executing, and managing data-driven customer marketing activities and experiences that engage our customers to help them onboard, deploy, adopt and get to value fast. This role will collaborate closely with the Digital and Enterprise Field marketing teams to ensure that our email nurtures as well as events & experiences align with our customer marketing priorities. This role is ideally located in Santa Clara, CA or Seattle, WA (2 days required weekly as a minimum in the office). Remote candidates will also be considered. 
 

Key Responsibilities: 

• Event Planning & Execution: 
  Plan, create, track, manage a calendar of events for the Americas region, and communicate milestones for ServiceNow events including webinars, round tables, onboarding events as well as Summits, World Forums, trade shows, and other promotional activities. Oversee all logistical aspects, from scheduling/logistics confirmation, speaker/facilitator engagement to event hosting, follow-up activities and recap. 

• Account Engagement: 
  Partner with Digital/DASO, social media and Community teams to drive an effective customer awareness and promotion strategy that will maximize reach for registration, attendance and customer engagement. Utilize feedback and insights to tailor events that enhance customer experience and satisfaction. 

• User Group Engagement 
  Work closely with the regional teams and the community team to drive user group engagement in the region to drive higher deployment and adoption. This can include 360 exchange sessions or more organic peer meet ups from the user groups.  

• Performance Measurement: 
  Analyze event performance through metrics such as attendance, customer feedback, and engagement levels. Provide post-event reports to inform future planning.  

• Vendor / Partner Management: 
  Establish and maintain relationships with vendors and partners, negotiating contracts and managing service delivery for specific activities 

• On-Site Coordination: 
  Serve as the main point of contact during events, ensuring smooth execution and addressing any issues that arise. 

We are looking for a person who can operate independently in a fast-paced, environment, has a proven track record for managing complex operations while building exceptional relationships. This person will manage a group of experienced team members across varied business workflows. The individual will be responsible for driving cross-team execution, collaboration across multiple teams and stakeholders with the aim to drive equity, engagement, and demand for the business. 
 
The ideal candidate has extensive experience in digital planning & strategy, team management, media execution, ad operations and impeccable stakeholder management. Needs to be a passionate marketer, thinker, and a doer. 

• Bachelor’s degree in digital media, marketing, events management, communications, or a related field. 

• 5+ years of experience in digital marketing, events management, data-driven campaigns, preferably with a focus on customer marketing. 

• Prior experience in managing online and on-site user groups for B2B companies 

• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously. 

• Excellent communication and interpersonal skills, with a knack for building relationships. 

• Proficiency in analytics dashboards, event management software and AI marketing tools. 

• Ability to work both independently and as part of a team in a fast-paced environment. 

• Experience in post-purchase or customer marketing a plus. 

Key elements of customer marketing include: 

1. Segmentation: Dividing customers into groups based on behavior, demographics, or preferences to tailor marketing efforts effectively. 

1. Engagement: Developing campaigns that keep customers engaged with the brand, such as newsletters, loyalty programs, and social media interactions. 

1. Feedback and Insights: Gathering customer feedback through surveys and reviews to inform product development and marketing strategies. 

1. Cross-Selling and Upselling: Identifying opportunities to promote additional products or services to existing customers based on their purchasing history. 

1. Customer Education: Providing resources like tutorials, webinars, or guides to help customers get the most value from products or services. 

1. Retention Strategies: Implementing initiatives aimed at reducing churn, such as personalized follow-ups or special offers for long-term customers. 

Overall, customer marketing aims to create a positive and lasting relationship with customers, ultimately leading to increased loyalty and long-term profitability for the business. 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $102,600 - $169,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. 

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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