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Product Marketing Manager, Customer Service Management

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Company Description

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.

Job Description

A successful PMM leader must drive cross-functional teams to successfully deliver high-impact results. This role requires attention to detail and an eye for quality, along with the ability to grasp and translate product capabilities into benefits.

As a Product Marketing Manager, you will be responsible for creating and evangelizing compelling stories about customers using our products to solve important business needs. Passion for customers and customer empathy will be crucial for this role. Whether it is through customers on stage at events, customer success stories celebrated from field or customer voices in our marketing, you will inspire the team to keep the customer at the center of all we do. In this highly visible role, this individual will work with executive offices, enterprise customers, Customer Advocacy team, industry teams, field sales teams, product marketing teams and other groups across the organization to develop, curate and showcase compelling customer stories that demonstrate business value. This role demands the ability to balance agility and attention to detail; creative vision with analytical rigor; and great collaboration skills with a proactive bias for action.

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: 

· Develop strategic plans to expand the reach of our customer stories across various channels 

· Deliver highly curated customer stories, presentations, videos, written case studies and other content format celebrating our customers’ successes 

· Collaborate closely with Customer Advocacy team to set priorities in customer stories and case studies, synthesize information from internal and external stakeholders and execute a variety of tactics that showcase ServiceNow impact in driving transformation 

· Secure top tier customers for key events and PR moments and help the Customer Advocacy team garner participation from CSM customers in our advocacy programs 

· Partner closely with product teams to curate customer stories from product preview programs to leverage for key product launches and news moments 

· Champion advocates, fans and the customer-centric mindset across the organization 

· Ensure customer stories align to field and partner seller needs as well as the Go-to-Market strategy, campaign narratives and industry priorities 

· Drive key stakeholder meetings and executive reviews. 

Qualifications

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

· Excellent communicator who is comfortable speaking with internal stakeholders and customers are all levels of an organization. 

· 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 and dynamic speaking skills 

· 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.

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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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