Customer Excellence Solutions Director

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

Role:

We are seeking a highly motivated, creative, and experienced Customer Success Solution Director to join ServiceNow’s Product and Solutions marketing team. In this role, you will lead the development and elite execution of differentiated positioning, breakthrough messaging and integrated programs to celebrate ServiceNow’s commitment to our customers enduring success across the end-to-end customer journey from pre to post sale.

You will work closely with ServiceNow’s sales, services, product, customer success and marketing team’s on high-visibility endeavors, including launches, marketing acquisition and retention programs, events, seller enablement, and the presence on ServiceNow.com. You will become the go to market expert on our Customer Success Solutions, products and offers and ensure we tell a clear and unified story across all our marketing and sales channels. If you have a passion for crafting inspirational customer narratives, building clear messaging and breakthrough content while working closely with our customers to make them raving and loyal SN fans, then this role is for you! To be successful in this role, you must be experienced in enterprise B2B marketing, have excellent communication and messaging skills, and a strong understanding and interest in driving retention and building an enduring relationship SN customers.

What you get to do in this role:

• Positioning and Messaging – Lead the development of compelling narrative and value proposition for ServiceNow’s Customer Success Solution and framework to scale. Drive the inclusion of customer success into our brand and company narrative as well as within industry, field and solutions content. Seamlessly integrate work across pre and post experience. Monitor messaging performance across end-to-end customer journey and identify opportunities for improvement.
   
• Customer Advocate Creation– Drive global initiatives to build customer advocates, nurture ongoing relationships and hero customers across key marketing initiatives. Build content and channels to expand communities of loyal and raving fans. Lead success inclusion within brand and customer evidence teams resulting in high quality content and the elevation of customers success in corporate efforts. (advertising, website, customer stories, presentations, videos, etc.).
   
• Event Strategy and Management– Create a cohesive and elevated Customer Success strategy and experience across key events underpinned with inspirational creative, clear and concise content, subject matter expert speaking opportunities, customer showcases and messaging support.
   
• Enablement – Build relevant content and conduct sessions for sales, customer success and marketing teams to ensure a consistent understanding of the comprehensive Customer Success Solution to enable new customer acquisition, retention and upsell and cross sell efforts. Work in direct alignment with other product and services marketing teams to craft seamless and relevant messaging to be included in cross solution and product portfolio efforts. (Success should be included in all we do)
   
• Demand & Retention –Lead direct connection with business operations (sales and success) to identify marketing strategies needed. Create and activate the needed strategy including defining effective levers to pull from awareness to consideration to purchase to loyalty with accelerated execution. Enable ongoing demand with SN customer base through collaboration with internal campaign teams and renewal strategy.
   
• Integrated Sales, Marketing and Success - Define functional collaboration model to drive integration of customer success solution value across regional and local sales motions while drive marketing initiatives to support upsell, cross sell and retention/renewal opportunities.
   
• Press and Analysts Relations- Partner with Analyst Relations and Public relations experts to build effective communications strategy including thought leadership, Analyst briefings/inquiries and ongoing stories/pitches to increase awareness and set benchmark for customer success leade