Customer Marketing, Director of Solution Storytelling for Customer Service and 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.

We are looking for an enthusiastic storyteller content creator, and business strategist to join our customer marketing team. This role will lead customer testimonial content facilitation and development for our customer service workflows, supporting marketing and sales activities. The Solutions Customer Marketing team includes subject matter experts who develop relationships with our customers and their broader organizations, to identify opportunities for them to share their stories in mutually beneficial ways (including 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.  

Success in this role will entail building a strong sense of community with our customers, Customer Marketing team members, and across ServiceNow. It will also require the ability to develop clear strategies to support the needs of the business.  

What you get to do in this role: 

• Tell stories about the change agents who are reshaping the tech landscape, their organizations, and the broader marketplace. Inspire and educate others to do the same. including leveraging Gen AI to deliver better to customers and support employees.  

• Partner with the ServiceNow customers who love our company.  

• Increase ServiceNow's brand awareness and enable the ServiceNow sales organization to close deals faster by delivering customer testimonials that create market and selling impact. 

• Build and nurture strategic customer relationships with executive customer spokespeople and ensure mutually beneficial and positive experiences from marketing activities. 

• Advocate for the customers’ best interests inside and outside of ServiceNow.  

• Align with internal stakeholders on supporting the business strategies that capture opportunities within the customer service line of business and key industries (financial services, public sector, healthcare, telecommunications and technology, retail). 

• Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities to produce compelling stories aligned to the ServiceNow global solutions framework. Recruit and engage customers to join the ServiceNow customer advocacy program that attracts and appreciates customers. 

• Understand and oversee the end-to-end process for creating customer content, including story identification and interviewing and producing impactful written, audio and video success stories. 

• Collaborate with the broader Customer Marketing team to develop and recommend customers stories in support of marketing priorities across the U.S. and globally. 

• Ensure delivery against program KPIs, including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals. 

• Make sure agencies are trained and leveraged effectively for consistency and quality. 

A passion for the positive impact of technology on businesses and the people who make it possible.  

10-15+ years of total work experience including time working in the information technology and cloud industries in a consulting, customer advocacy, product marketing, customer success, value realization, content development, outbound product, sales or customer customer-facing marketing role.  

Demonstrated success delivering impactful and compelling content written, video, audio, and events with ability to share published examples. Strong Americas market knowledge with experience in a SaaS / Enterprise Software company 

Proven track record working effectively with multiple stakeholders and departments, with sometimes competing needs, to build trust and achieve outcomes. 

Excellent creative problem-solving skills and desire to continually learn and grow. Experience in both small and large companies is a plus. Passion for the positive impact of technology and business.  

Collaborative and positive team member who practices servant leadership philosophies.  

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

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

Excellent project management skills with an ability to prioritize independently and delegate tasks to team members when appropriate. 

Excel at both strategy and execution. 

Strong presentation, writing, and communication skills. 

Proficient in Microsoft Office (PPT, Excel, Word, Outlook). 

Ability to travel periodically. 

Bachelor's degree or equivalent experience, MBA or related graduate degree is a plus. 

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!

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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