Director of Strategic Customer Marketing, ServiceNow
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- We are seeking an experienced Customer Advocacy / Customer Marketing Director with a passion for customer storytelling and the ability to work effectively with senior executives
- 10+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role, including 2+ years leading a team
- 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
- Excellent project management skills with an ability to prioritize independently and delegate tasks to team members when appropriate
- Excelled at both strategy and execution
- Strong presentation, writing, and communication skills
- Proficient in Microsoft Office (PPT, Excel, Word, Outlook)
- Ability to travel within within the Americas
- Bachelor's degree or equivalent experience
What the job involves
- You will partner across the business to deliver branded experiences and customer engagement campaigns to tell the stories of the immense value our most strategic customers are getting with ServiceNow’s AI capabilities
- The ideal candidate will have the ability to manage C-level relationships and work directly with our most strategic accounts and the office of the CEO
- Uncover and create powerful, impactful stories which show our customers’ journey of transformation, thoughtfully highlight the relevant capabilities and tools that make it possible, and bring to life the people who did it
- Lead the creation of high-quality video, case studies, slides and other assets which set a new bar for ServiceNow customer marketing
- Build and keep deep strategic relationships with our most important and high-profile customers, ensuring their needs are met and their voices are heard within our organization
- Develop and execute engagement plans that include brand campaigns, high-quality video content, and customer signage, ensuring consistency and alignment with our overall brand strategy
- Partner with internal teams such as Brand and PR to create and implement strategies that enhance our brand's visibility and reputation through customer stories and partnerships
- Engage directly with C-level executives from our strategic accounts, understanding their business aims and ensuring their strategic alignment with our company's goals
- Collaborate with the office of the CEO to ensure strategic customer relationships are nurtured and used for broader company initiatives
- Monitor the success of strategic initiatives and provide regular updates to senior leadership, highlighting key achievements and areas for improvement
- Ensure that all customer interactions are of the highest quality, providing an exceptional experience that strengthens our relationships and brand loyalty
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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