Senior Product Marketing Manager, Customer Service Management

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. We index heavily on great messaging and positioning skills and cross-functional partnership. If you are a natural storyteller, and work with a ‘one team, one dream’ mindset you should apply. 

As a Senior Product Marketing Manager, you will drive the messaging, positioning and thought leadership for ServiceNow’s Customer Service Management offering. You will work with our product business units and go-to-market teams to drive awareness, deepen engagement, and accelerate growth. You will demonstrate a passion for developing the right customer narrative and experiences across your 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 lead the creation of differentiated messaging and positioning for Customer Service Management across multiple teams. He/she will be the subject matter expert and voice of the product.  

What you get to do in this role: 

• Create differentiated messaging and powerful sales and campaign content that lands with customers and drives engagement through campaigns, events, meetings, website, and social media. 

• 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.  

• Own the messaging for product launches and work collaboratively across product management, marketing, sales, and other stakeholders. 

• 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. 

• Provide thought leadership for campaigns, events, webinars, blogs, and more. 

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

• Be the go-to evangelist to speak to the power of ServiceNow’s differentiation in customer service at industry events and to the press. 

• 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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