Customer Marketing Manager, EMEA

Company Description

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.

Job Description

We are looking for a Customer Marketing Manager to help grow and strengthen our Customer Marketing Program in EMEA. We develop relationships with our customers and enable them to share their stories in mutually beneficial ways (including videos, written stories, business value studies, media interviews) as well as a Customer Reference function that works closely with sales to connect prospects with satisfied customers in the context of a sales cycle.

Success in this role will entail building strong relationships with both customers and colleagues across the business.

What you get to do in this role:

• Increase ServiceNow’s awareness and enable the ServiceNow sales organization to close deals faster by delivering customer testimonials that create market and selling impact.
• Build and nurture relationships with executive customer spokespeople and their communications teams and ensure mutual benefit and positive experience from advocacy activities.
• Align with sales, solutions consulting, marketing, product marketing and communications regarding customer marketing priorities to produce compelling stories aligned to ServiceNow priorities.
• Recruit and engage customers to join the ServiceNow Customer Advocacy program.
• Onboard new customer contacts to learn their story and help them understand the value of being part of our customer advocacy program and ensure stellar customer experiences when they engage in advocacy activities.
• Create and maintain a library of customer stories in many formats including case studies, blogs, paid articles, videos, slides for sales and social media cards to promote customers’ success.
• Oversee end-to-end process for creating customer content, including interviewing and producing impactful written and video success stories.
• Deliver against program KPIs including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns.
• Manage creative agency projects.
• Take on ad-hoc strategic projects in alignment with business objectives.
• Support internal planning, communication and reporting processes that ensure alignment and status transparency with key stakeholders regarding customer requests and assets, keeping business partners comfortable and informed.

Qualifications

• 5+ years of experience in the technology industry in a customer advocacy or customer marketing role.
• Customer-first mentality—including being able to identify, craft and articulate the value propositions of the program to customers.
• Proven track record working effectively with executive-level customers and internal stakeholders to build strong relationships and achieve outcomes.
• Experience working directly with customers of all levels.
• Demonstrated success delivering compelling customer stories—written, video and stage, preferably with ability to share published examples.
• Past success engaging in customer advocacy work with Global 2000 and/or Fortune 500 brands, including the ability to effectively navigate customer approvals with communications and legal.
• Experience bringing assets to completion reliably and repeatedly— using creativity and persistence when needed.
• Clear understanding of how your work aligns to marketing, sales and communications priorities.
• Succinct and direct communicator fluent in written and spoken English.
• Highly organized and efficient with strong project management skills and operational discipline.

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 [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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