Job Description

The Customer Advocacy team at ServiceNow identifies, develops and produces customer stories and spokespeople that bring the impact of ServiceNow and the success of our customers to life. Since customer success and stories are central to everything ServiceNow does, Customer Advocacy has an exciting vantage point that connects across product, sales and multiple marketing channels. Our focus is on building and nurturing our robust base of ServiceNow Customer Advocates, and delivering Advocacy services across internal organizations according to their needs.

We’re looking for an experienced marketing professional who will lead engagement and develop lasting relationships with our internal stakeholders across product and industry marketing teams. In this role you will develop strategic plans for each product and industry group and build a strong pipeline of customer advocates and stories to meet business needs and accelerate sales opportunities. You will also build relationships with customers and work with them to share their stories in mutually beneficial ways, including written stories, media interviews and keynote speaking engagements.

OUR IDEAL CANDIDATE:

Our ideal candidate possesses skills for building strong connections and reciprocal relationships with internal stakeholders and customers. You demonstrate trustworthy partnerships by successfully bridging the needs of product-focused groups with the storytelling services our team provides. You possess project management and operational skills and can communicate effectively. You are passionate about customers and driven to grow them into loyal advocates.

WHAT YOU GET TO DO IN THIS ROLE:

• Drive the definition, implementation, and adoption of a standardized and efficient collaboration and engagement model for customer advocacy and internal stakeholders
• Build solid relationships and collaborate with stakeholders to develop customer engagement and story development strategies
• Be the focal point for the engagement of product, solutions and industry business priorities and the customer advocacy organization
• Deliver a robust reporting model to track progress and provide insight on how customer stories are being utilized and to validate business objectives ae being met
• Create a scalable and repeatable process for identifying and nurturing customer advocate targets in alignment with go-to-market priorities 
• Ensure delivery against program KPIs, including development and publication of targeted customer stories, securing keynote speakers for major events, enabling PR/AR coverage, identifying references for key product announcements and marketing campaigns
• Develop and drive internal planning, communication and reporting processes that ensure alignment and status transparency with key stakeholders regarding customer requests and assets so business stakeholders are comfortable and informed regarding progress with customers

Qualifications

TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO HAS:

• Proven track record working effectively with customer and internal executives, sales, BU’s and marketing to build strong relationships and achieve outcomes 
• Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high impact customer stories 
• Experience driving strategy and influencing executive leadership
• Experience with stakeholder engagement activities and change communications best practices in the marketplace
• Ability to approach complex business questions with data and curiosity
• Experience assessing, building, and supporting execution of stakeholder management
• Ability to identify the “below the surface” root cause and the "so what" rather than just superficial trends in order to build out scalable and repeatable processes
• Ability to collaborate and work toward common outcomes via influence vs. hierarchy
• An analytical and strategic approach with a track record of turning ideas into successful action

TO THRIVE IN THIS ROLE, WE NEED SOMEONE WHO HAS:

• 15+ years’ experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role
• Ability to motivate and influence across the organizations
• Excellent writing, editorial, presentation, and communication skills
• Strong attention to detail and work ethic
• Self-motivated, can work independently and proactively to resolve issues
• Excellent analytical, problem-solving, and project management skills
• Naturally a driver and a builder; able to work in a fast-paced environment
• Change agent and leads with a growth mindset
• Knowledge of ServiceNow products and solutions a plus

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.