Senior Product Marketing Manager, Customer Service Management- Thought Leadership

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

A successful Sr PMM leader must drive cross-functional teams to successfully deliver high-impact results. This role requires setting the overall vision for product and solutions thought leadership, creating key messages to drive product interest, and influencing diverse teams towards common goals. 

As a Senior Product Marketing Manager, you will lead the Thought Leadership and 3rd Party Events strategy for ServiceNow’s Customer Service Management offering. You will design and develop impactful strategies that align with company positioning and business objectives. You will work with stakeholders across marketing organization and with our product business units and go-to-market teams to elevate thought leadership, drive awareness, deepen engagement, and accelerate growth. You will demonstrate a passion for developing the right customer narrative and experiences across products and solutions in the form of a product marketing strategy and plan and work cross-functionally to execute the plan successfully.  

The ideal candidate is experienced in B2B product marketing and a quick study, able to consume complexity across a vast array of product, services, customer segments, geographies, and industries. He/she can simplify these complexities to be easily learned and understood by GTM and marketing teams for use with our target markets. The ideal candidate is a self-starter who can create strategy, influence stakeholders, and execute in the marketplace to drive awareness and growth for Customer Service Management business across multiple teams, both internal and external. This person will be the subject matter expert and voice of the product.  

What you get to do in this role: 

·       Build compelling and innovative solution, thought leadership and sales content (e.g. case studies, white papers, data sheets, blog posts, customer presentations, FAQs, etc.) to accelerate customer and industry awareness, and adoption.  

·       Leverage assets across the company (e.g., social media, .com, SEO, NOW community, etc.) to deliver data and metric driven impact 

·       Strategize and deliver on the content plans (e.g., high impact marquee assets, etc.) for campaigns and programs  

·       Own the content and messaging strategy and execution for 3rd party events 

·       Engage regularly with industry analysts and influencers to drive awareness and thought leadership 

·       Partner with Industry marketing and product teams to develop industry-first messaging and solutions that unlock new markets and opportunities. 

·       Educate sales with effective and clear enablement materials to articulate the value and differentiation of ServiceNow solutions. 

·       Win over the analyst community with the best articulation of our value proposition and vision. 

·       12+ years of product marketing experience, preferably with experience in customer service management software or related fields.  

·       Strong experience designing, developing, and implementing insight-driven, content-led marketing and sales enablement content. 

·       Results driven, detail-oriented with a bias for action and have ability to thrive in a fast-paced environment. 

·       Demonstrated ability to work across functions within Marketing, Product and Sales, building relationships to drive results. 

·       Thorough understanding of needs of customer service across multiple types of organizations and industry verticals. 

·       Strong leadership skills with strong written communication skills and dynamic speaking skills 

·       Bachelor’s degree or equivalent experience

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.

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 [email protected] 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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