Customer Story Development Manager
Customer Story Development Manager
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Job Description
The Customer Story Development Manager is a key player on the Customer Marketing team responsible for identifying target customers capturing their success stories and delivering highquality content. This role collaborates with key business stakeholders to build and maintain a pipeline of compelling customer stories pitch the value of advocacy conduct indepth interviews and oversee the endtoend content production process.
Key Responsibilities:
- Customer Interviews: Conduct indepth interviews to uncover compelling customer stories capturing both the narrative arc of their journey and the technical and business details that bring their success to life. When customers share multiple use cases ensure insights are captured for different teams and outputs while maintaining an excellent customer experience.
- Pitching to Customers & Sales Teams: Act as an advocate for the Customer Marketing program helping customers partners and account teams understand the value of participating in advocacy initiatives.
- Content Production Management: Own the full content development process from defining deliverables (slides case studies videos etc. to securing internal and external approvals. Ensure all content meets ServiceNows quality standards and is delivered on time.
- Customer Story Strategy & Engagement: Maintain and refine the target customer list for assigned industries or business units. Partner with internal teams to align customer story priorities with business objectives.
- Vendor Management: Work with external agencies to ensure content aligns with ServiceNows messaging positioning and brand voice.
- Skills and Capabilities:
- Stakeholder Management: Ability to build strong partnerships with marketing product sales and communications teams.
- Sales & Persuasion: Strong ability to pitch the value of advocacy programs to customers and internal teams and overcome objections of participating in comarketing activities.
- Interviewing & Storytelling: Excellent interviewing skills to draw out customer stories and craft compelling narratives aligned with ServiceNows messaging.
- Project Management: Ability to manage multiple customer stories and oversee the full content production process ensuring timely delivery.
- Content Development: Experience creating and managing various content types (slides case studies videos) to meet highquality standards.
- Vendor Collaboration: Skilled at managing external agencies to ensure alignment with brand and content expectations.
- Communication & Relationship Building: Strong interpersonal and collaboration skills to engage customers and internal stakeholders effectively.
- Industry & Solution Knowledge: Understanding of ServiceNows target industries workflows and solutions.
- Adaptability & Multitasking: Ability to manage multiple projects simultaneously in a fastpaced highgrowth environment.
Qualifications :
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
6 years of experience in information technology cloud industries customer advocacy customer references or customerfacing marketing roles.
Proven track record of delivering compelling customer storieswritten video and stagewith published examples.
Experience working with large brand customers to engage in customer advocacy including navigating internal approvals for communications and legal teams.
Strong understanding of marketing sales and communications priorities with a history of delivering highimpact customer stories.
Expertise in the AMS market with experience in a SaaS/Enterprise Software company.
Selfstarter with a highenergy resultsdriven mindset who thrives in a fastpaced environment.
Exceptional communication skills with the ability to engage crossfunctionally and at all levels including senior leadership.
Curiosity for AI & Innovation: Passion for AI new technologies and experimenting with innovative ideas and tools.
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.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
