Customer Zero Content and Engagement Program 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.

At ServiceNow, we’re deploying our own technology for our digital transformation. In Global People Product and Service Delivery (GPPSD), we’re passionate about using our platform to streamline processes, connect systems, empower our teams and improve employee experiences.

In this role, you will manage and coordinate a program to support our GPPSD commitment to showcase our use of the ServiceNow platform as Customer Zero.  You will support our executives and expert practitioners to share our experiences as Customer Zero and help customers on their journeys. In addition, you will utilize your expertise and passion for the ServiceNow platform to help our GPPSD teams deepen their knowledge of the capabilities of our products.

In this role, you’ll have the opportunity to combine your passion for ServiceNow technology, your strong program management, communications, and cross-functional collaboration skills in a fast-paced environment to directly influence ServiceNow’s revenue pipeline.

What You Get to Do in this Role

Practitioner Preparation

• Review incoming customer engagement requests for GPPSD and align appropriate practitioners in partnership with enterprise Now on Now Engagement teams
• Partner with Account Executives requesting GPPSD practitioner expertise for meetings and demonstrations to understand needs, develop targeted content and prepare GPPSD practitioners
• Coordinate executive availability with Executive Assistants
• Create, prep, and distribute content to support Customer Zero presentations by GPPSD leaders including customer meetings, executive briefings, conferences, and user groups

Customer Zero Journey Stories:

• Drive Customer Zero content strategy and development for GPPSD; identify new story opportunities in partnership with Global People Product, Global People Project Management Office (PMO), and Centers of Excellence to create customer-ready, executive summaries for HR personas
• Maintain Customer Zero story pipeline for GPPSD; monitor story development and ensure timely completion in adherence to Objectives and Key Results (OKRs), in partnership with Global People Product and Global People PMO
• Engage partner teams within Global People (GP) and Digital Technology (DT) to draft stories or provide story content
• Create, edit, and publish GPPSD and other GP stories
• Update and maintain GP master Customer Zero story deck and content repository – ensure currency and governance across multiple organizational and enterprise channels, including on GP microsite, in enterprise Practitioner’s Library, and within sales enablement resources
• Contribute content and storylines for the company’s largest annual user conference presentations
• Share and learn best practices and re-usable assets with other GP and corporate Now on Now teams to enhance quality and efficiency

 Customer Zero Program Governance, Adoption, and Scale:

• Update story template, submission, and review process for GPPSD
• Enable GPPSD and GP teams on new practitioner criteria
• Document and maintain up-to-date listing of all GPPSD practitioners, including specific expertise, use cases and success stories
• Engage enterprise teams on new development opportunities for new practitioners
• Align speakers for and promote Now on Now webinars within GP
• Liaise with Now on Now analytics team to report monthly on customer engagements, pipeline influence, and contract value closed, as well as new stories created

Other Communications and Enablement Support

• Provide support and content for communications and events within GPPSD to enhance engagement, connection, and deepen understanding of the ServiceNow platform and capabilities, including quarterly town halls, Workplace articles, videos, updates and team events

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 5+ years of experience working with ServiceNow’s platform and products
• In-depth product knowledge of ServiceNow’s Employee Workflows product suite
• Strong understanding of how GP utilizes and leverages AI and automation within our Human Resources Service Delivery (HRSD) workflows and processes
• 5+ years of experience in either program management, strategy, sales operations, or business transformation roles
• Strong proficiency in SharePoint, PowerPoint, and internal communication tools
• Excellent verbal and written communication and presentation skills, with experience preparing content for senior leadership. 
• Storytelling and Narrative Development: Strong storytelling abilities to identify and craft compelling narratives that showcase success and align with ServiceNow's messaging. 
• Content Development: Experience creating and managing various content types (slides, case studies, videos) to meet high-quality standards. 
• Adaptability & Multitasking: Ability to manage multiple projects simultaneously in a fast-paced, high-growth environment. 
• Stakeholder Management: Strong interpersonal skills to build and maintain relationships with internal stakeholders, account managers, and GP practitioners
• Collaborative team player who thrives in a fast-paced, high-impact environment
• Problem-solver who can anticipate needs, manage competing priorities, and drive results

FD21

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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