Director, Strategic Customer Marketing



Marketing & Communications, Customer Service
Austin, TX, USA
Posted on Monday, June 24, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Position

We are seeking an experienced Customer Advocacy / Customer Marketing Director with a passion for customer storytelling and the ability to work effectively with senior executives.

You will partner across the business to deliver branded experiences and customer engagement campaigns to tell the stories of the immense value our most strategic customers are getting with ServiceNow’s AI capabilities.

The ideal candidate will have the ability to manage C-level relationships and work directly with our most strategic accounts and the office of the CEO.

What you get to do in this role:

Tell impactful stories:
Uncover and create powerful, impactful stories which show our customers’ journey of transformation, thoughtfully highlight the relevant capabilities and tools that make it possible, and bring to life the people who did it.

Deliver world class content:

Lead the creation of high-quality video, case studies, slides and other assets which set a new bar for ServiceNow customer marketing.

Manage Strategic Relationships:

Build and keep deep strategic relationships with our most important and high-profile customers, ensuring their needs are met and their voices are heard within our organization.

Coordinate Multi-Touchpoint Engagement:

Develop and execute engagement plans that include brand campaigns, high-quality video content, and customer signage, ensuring consistency and alignment with our overall brand strategy.

Collaborate with Brand and PR Teams:

Partner with internal teams such as Brand and PR to create and implement strategies that enhance our brand's visibility and reputation through customer stories and partnerships.

Manage C-Level Relationships:

Engage directly with C-level executives from our strategic accounts, understanding their business aims and ensuring their strategic alignment with our company's goals.

Office of the CEO Coordination:
Collaborate with the office of the CEO to ensure strategic customer relationships are nurtured and used for broader company initiatives.
Track and Report on Strategic Initiatives:
Monitor the success of strategic initiatives and provide regular updates to senior leadership, highlighting key achievements and areas for improvement.
Ensure Exceptional Customer Experiences:
Ensure that all customer interactions are of the highest quality, providing an exceptional experience that strengthens our relationships and brand loyalty.


  • 10+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role, including 2+ years leading a team.
  • Demonstrated success delivering compelling customer stories—written, video and stage, with ability to share published examples.
  • Proven track record working effectively with customer and internal executives, sales, product management, and marketing to build strong relationships and achieve outcomes.
  • Past successes working with large brand customers to engage in customer advocacy, including ability to effectively navigate internal customer requirements for communications and legal approval.
  • Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high impact customer stories.
  • Strong Americas market knowledge with experience in a SaaS / Enterprise Software company
  • High energy, “own it” personality, and ability to drive process improvement and thrive in a in a fast-paced, high-growth environment under tight timelines.
  • Highly driven self-starter that creates a sense of urgency within her/his team.
  • Exceptional communication cross-functionally and at all levels including senior management
  • Excellent project management skills with an ability to prioritize independently and delegate tasks to team members when appropriate.
  • Excelled at both strategy and execution.
  • Strong presentation, writing, and communication skills.
  • Proficient in Microsoft Office (PPT, Excel, Word, Outlook).
  • Ability to travel within within the Americas
  • Bachelor's degree or equivalent experience

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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