Adoption Marketing Senior Specialist

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 dynamic, data-driven Customer Marketing Manager with 5+ years of experience focused on customer marketing activities. The ideal candidate will be responsible for planning, executing, and managing data-driven customer marketing activities and experiences that engage our customers to help them onboard, deploy, adopt and get to value fast. This role will collaborate closely with the Digital and Enterprise Field marketing teams to ensure that our email nurtures as well as events & experiences align with our customer marketing priorities. This role is ideally located in Santa Clara, CA or Seattle, WA (2 days required weekly as a minimum in the office). Remote candidates will also be considered. 
 

Key Responsibilities: 

• Event Planning & Execution: 
  Plan, create, track, manage a calendar of events for the Americas region, and communicate milestones for ServiceNow events including webinars, round tables, onboarding events as well as Summits, World Forums, trade shows, and other promotional activities. Oversee all logistical aspects, from scheduling/logistics confirmation, speaker/facilitator engagement to event hosting, follow-up activities and recap. 

• Account Engagement: 
  Partner with Digital/DASO, social media and Community teams to drive an effective customer awareness and promotion strategy that will maximize reach for registration, attendance and customer engagement. Utilize feedback and insights to tailor events that enhance customer experience and satisfaction. 

• User Group Engagement 
  Work closely with the regional teams and the community team to drive user group engagement in the region to drive higher deployment and adoption. This can include 360 exchange sessions or more organic peer meet ups from the user groups.  

• Performance Measurement: 
  Analyze event performance through metrics such as attendance, customer feedback, and engagement levels. Provide post-event reports to inform future planning.  

• Vendor / Partner Management: 
  Establish and maintain relationships with vendors and partners, negotiating contracts and managing service delivery for specific activities 

• On-Site Coordination: 
  Serve as the main point of contact during events, ensuring smooth execution and addressing any issues that arise. 

Qualifications

We are looking for a person who can operate independently in a fast-paced, environment, has a proven track record for managing complex operations while building exceptional relationships. This person will manage a group of experienced team members across varied business workflows. The individual will be responsible for driving cross-team execution, collaboration across multiple teams and stakeholders with the aim to drive equity, engagement, and demand for the business. 
 
The ideal candidate has extensive experience in digital planning & strategy, team management, media execution, ad operations and impeccable stakeholder management. Needs to be a passionate marketer, thinker, and a doer. 

• Bachelor’s degree in digital media, marketing, events management, communications, or a related field. 

• 5+ years of experience in digital marketing, events management, data-driven campaigns, preferably with a focus on customer marketing. 

• Prior experience in managing online and on-site user groups for B2B companies 

• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously. 

• Excellent communication and interpersonal skills, with a knack for building relationships. 

• Proficiency in analytics dashboards, event management software and AI marketing tools. 

• Ability to work both independently and as part of a team in a fast-paced environment. 

• Experience in post-purchase or customer marketing a plus. 

Key elements of customer marketing include: 

• Segmentation: Dividing customers into groups based on behavior, demogra