Senior Manager AMS Industry Customer Story Development

Role:

Introduction:The Senior Manager Customer Story Development leader is a key player in the Customer Marketing team owning the relationships with key business stakeholders and acting as team leader for the group responsible for identifying target customers capturing their success stories and delivering topnotch content. They collaborate with various stakeholders to build and maintain a target customer list pitch the programs value conduct indepth interviews and own the endtoend content production process. The Customer Storyteller ensures the delivery of Elite Level content that aligns with ServiceNows messaging and corporate voice. 

Key Responsibilities: 

• Customer Blueprints maintaining the target customer list for their assigned Industry / BU. Managing stakeholders and getting buyin 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 buyin 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 ServiceNows messaging. 
   
• Project Management: Ability to oversee the endtoend content production process manage internal and external approvals and ensure timely delivery of highquality content. 
   
• Content Creation and Quality Control: Knowledge of creating various types of content (slides case studies films etc.) and ensuring they meet ServiceNows 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 ServiceNows messaging positioning and quality expectations. 
   
• Communication and Collaboration: Excellent communication skills to effectively collaborate with crossfunctional teams and stakeholders throughout the content creation process. 
   
• Industry and Solution Knowledge: Understanding of ServiceNows 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. 

Qualifications :

• 12 years of experience in the information technology and cloud industries in a customer advocacy customer reference or customerfacing marketing role 

• 2 years leading a team of Customer Story Development Managers providing guidance and support to achieve story development goals. 

• Demonstrated success delivering compelling customer storieswritten 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 fastpaced highgrowth environment under tight timelines. 

• Highly driven selfstarter that creates a sense of urgency within her/his team. 

• Exceptional communication crossfunctionally and at all levels including senior management 

• Curiosity for AI & Innovation: Were 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 nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

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 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. 

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.