Manager, Customer Story Development, EMEA

The Manager, Customer Story Development is responsible for identifying target customers, capturing their success stories, and delivering top-notch content. They collaborate with various stakeholders across the business in EMEA to build and maintain a target customer list, pitch the program's value, conduct in-depth interviews, and own the end-to-end content production process.

Requirements

• Stakeholder Management: Ability to effectively manage stakeholders, gain buy-in, and build strong partnerships with teams such as Marketing, Product, Sales and Communications.
• Sales: Proficiency in pitching the value of the customer marketing program to customers and internal sales teams, and persuading them to participate.
• Interviewing: Excellent interviewing skills to draw out customer stories, understand their journey, and capture critical technical and business details.
• Storytelling and Narrative Development: Strong storytelling abilities to identify and craft compelling narratives that showcase customer success and align with ServiceNow's messaging.
• Project Management: Ability to oversee the end-to-end content production process, manage internal and external approvals, and ensure timely delivery of high-quality content.
• Content Creation and Quality Control: Knowledge of creating various types of content (slides, case studies, films, etc.) and ensuring they meet ServiceNow's quality standards and align with the corporate voice and style.
• Vendor Management: Skills in managing external agencies and vendors to ensure their deliverables align with ServiceNow's messaging, positioning, and quality expectations.
• Communication and Collaboration: Excellent communication skills to effectively collaborate with cross-functional teams and stakeholders throughout the content creation process. Ability to build, maintain and develop customer relationships.
• Industry and Solution Knowledge: Understanding of ServiceNow's target industries, workflows, and solutions to effectively capture and communicate customer stories.
• Adaptability and Multitasking: Ability to manage multiple customer stories simultaneously, adapt to different industries and solutions, and handle a dynamic workload.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 8+ years of experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role.
• 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 EMEA 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 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
• Curiosity for AI & Innovation: We’re looking for candidates who are excited about AI and love experimenting with new ideas and tools. A passion for learning and innovation is a must!

Benefits

• At ServiceNow, we offer a comprehensive benefits package that includes health insurance, 401(k) matching, and paid time off.