Senior Customer Story Development Manager (Americas) - Industry

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:

The Senior Customer Story Development Manager is a key player in the Customer Marketing team, responsible for identifying target customers, capturing their success stories, and delivering top-notch content. They collaborate with various stakeholders to build and maintain a target customer list, pitch the program's value, conduct in-depth interviews, and own the end-to-end content production process. The Customer Storyteller ensures the delivery of "Elite Level" content that aligns with ServiceNow's messaging and corporate voice. 

Key Responsibilities: 

• Customer Blueprints maintaining the target customer list for their assigned Industry / BU. Managing stakeholders and getting buy-in and support for the strategy. Partnering with the Sourcing & Qualification and other stakeholders to build out the list.  

• Pitching Customers & Sales Teams acting as the Sales arm of Customer Marketing. Helping customers and account teams understand the value of becoming part of our program.  

• Customer Interviews interviewing customers to draw out their stories, understanding the narrative arc of their journey, as well as the critical technical and business details that will bring the story to life. When customers are telling multiple stories (eg addressing different Workflows or Solutions) capturing a broad perspective that can be used for different outputs.  

• Managing Content Production process owning the end to content production process. Defining the Bill of Materials (Slides, Case Studies, Films etc) including internal and external approvals. Delivering “Elite Level” content that meets the ServiceNow quality bar. Managing internal and external approval processes to ensure a great customer experience and timely delivery of content.  

• Managing Vendors to ensure high quality output. Working with our agencies to ensure their delivery is in line with ServiceNow messaging and positioning and is aligned with our corporate voice and style.  

Skills and Capabilities: 

• Stakeholder Management: Ability to effectively manage stakeholders, gain buy-in, and build strong partnerships with teams such as Sourcing & Qualification and account teams. 
• Sales: Proficiency in pitching the value of the customer advocacy program to customers and internal sales teams, and persuading them to participate. 
• Interviewing: Excellent interviewing skills to draw out customer stories, understand their journey, and capture critical technical and business details. 
• Storytelling and Narrative Development: Strong storytelling abilities to identify and craft compelling narratives that showcase customer success and align with ServiceNow's messaging. 
• Project Management: Ability to oversee the end-to-end content production process, manage internal and external approvals, and ensure timely delivery of high-quality content. 
• Content Creation and Quality Control: Knowledge of creating various types of content (slides, case studies, films, etc.) and ensuring they meet ServiceNow's quality standards and align with the corporate voice and style. 
• Vendor Management: Skills in managing external agencies and vendors to ensure their deliverables align with ServiceNow's messaging, positioning, and quality expectations. 
• Communication and Collaboration: Excellent communication skills to effectively collaborate with cross-functional teams and stakeholders throughout the content creation process. 
• Industry and Solution Knowledge: Understanding of ServiceNow's target industries, workflows, and solutions to effectively capture and communicate customer stories. 
• Adaptability and Multitasking: Ability to manage multiple customer stories simultaneously, adapt to different industries and solutions, and handle a dynamic workload. 

• 12+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role 

• Demonstrated success delivering compelling customer stories—written, video and stage, with ability to share published examples. 

• Proven track record working effectively with customer and internal executives, sales, product management, and marketing to build strong relationships and achieve outcomes. 

• Past successes working with large brand customers to engage in customer advocacy, including ability to effectively navigate internal customer requirements for communications and legal approval. 

• Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high impact customer stories. 

• Strong Americas market knowledge with experience in a SaaS / Enterprise Software company 

• High energy, “own it” personality, and ability to drive process improvement and thrive in a in a fast-paced, high-growth environment under tight timelines. 

• Highly driven self-starter that creates a sense of urgency within her/his team. 

• Exceptional communication cross-functionally and at all levels including senior management 

• Curiosity for AI & Innovation: We’re looking for candidates who are excited about AI and love experimenting with new ideas and tools. A passion for learning and innovation is a must! 

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!

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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