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.

Introduction:
The Manager, Customer Story Development is a key player on the Customer Marketing team, responsible for identifying target customers, capturing their success stories, and delivering high-quality content. This role collaborates with key business stakeholders to build and maintain a pipeline of compelling customer stories, pitch the value of advocacy, conduct in-depth interviews, and oversee the end-to-end content production process.

Key Responsibilities:

• Customer Interviews: Conduct in-depth interviews to uncover compelling customer stories, capturing both the narrative arc of their journey and the technical and business details that bring their success to life. When customers share multiple use cases, ensure insights are captured for different teams and outputs while maintaining an excellent customer experience.
• Pitching to Customers & Sales Teams: Act as an advocate for the Customer Marketing program, helping customers, partners, and account teams understand the value of participating in advocacy initiatives.
• Content Production Management: Own the full content development process, from defining deliverables (slides, case studies, videos, etc.) to securing internal and external approvals. Ensure all content meets ServiceNow’s quality standards and is delivered on time.
• Customer Story Strategy & Engagement: Maintain and refine the target customer list for assigned industries or business units. Partner with internal teams to align customer story priorities with business objectives.
• Vendor Management: Work with external agencies to ensure content aligns with ServiceNow’s messaging, positioning, and brand voice.

Skills and Capabilities:

• Stakeholder Management: Ability to build strong partnerships with marketing, product, sales, and communications teams.
• Sales & Persuasion:
• Interviewing & Storytelling: Excellent interviewing skills to draw out customer stories and craft compelling narratives aligned with ServiceNow’s messaging.
• Project Management: Ability to manage multiple customer stories and oversee the full content production process, ensuring timely delivery.
• Content Development: Experience creating and managing various content types (slides, case studies, videos) to meet high-quality standards.
• Vendor Collaboration: Skilled at managing external agencies to ensure alignment with brand and content expectations.
• Communication & Relationship Building: Strong interpersonal and collaboration skills to engage customers and internal stakeholders effectively.
• Industry & Solution Knowledge: Understanding of ServiceNow’s target industries, workflows, and solutions.
• Adaptability & Multitasking: Ability to manage multiple projects simultaneously in a fast-paced, high-growth environment.

Qualifications:

• 6+ years of experience in information technology, cloud industries, customer advocacy, customer references, or customer-facing marketing roles.
• Proven track record of delivering compelling customer stories—written, video, and stage—with published examples.
• Experience working with large brand customers to engage in customer advocacy, including navigating internal approvals for communications and legal teams.
• Strong understanding of marketing, sales, and communications priorities, with a history of delivering high-impact customer stories.
• Expertise in the AMS market with experience in a SaaS/Enterprise Software company.
• Self-starter with a high-energy, results-driven mindset who thrives in a fast-paced environment.
• Exceptional communication skills, with the ability to engage cross-functionally and at all levels, including senior leadership.
• Curiosity for AI & Innovation: Passion for AI, new technologies, and experimenting with innovative ideas and tools.

Bachelor degree

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.