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 roll up their sleeves 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.
This is a unique opportunity to be part of a dynamic team that is building ServiceNow’s first post-purchase digital journey program at scale. We need a customer-centric individual who can design both an effective content strategy and a data-driven customer journey map to help customers onboard, activate and use ServiceNow’s products. As a senior manager, you will facilitate cross-org collaboration with campaign managers, data analysts, content developers, product marketing leads and product managers to create powerful, product specific journeys to successfully onboard new customers, mitigate and deploy shelf ware, drive adoption and ensure frictionless renewals.
What You Will Be Doing
Architect a product specific post-purchase digital journey, which includes the development of standards and governance processes to guide customers through multiple and complex activations.
Partner with campaign teams to run personalized journeys and to monitor/report campaign effectiveness
Design an effective omni-channel content strategy from onboarding to activation, adoption and renewals, partnering with product experts, content developers and community leads in the process. This includes evaluating and elevating existing content, identifying gaps and ensuring messaging consistency across the entire product lifecycle as well as digital properties
Proactively identify areas of improvement across different stages of the customer journey
Work extensively with cross-functional marketing partners to identify and implement an optimal end to end journey, ensuring consistent messaging from pre-sales to post-purchase
Develop strong collaborative relationships with key stakeholders across the company including Marketing, Product Management, Operations, Customer Outcomes and Sales
Proactively identify and implement process improvements and technological innovations
Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in quality of the journey
Ensure the voice of the customer is at the heart of every design decision
Bachelor's degree with 12+ years of relevant experience (in Customer Experience, Operations, Marketing and/or Product Development)
Proven experience: designing journeys in marketing automation systems (such as Marketo, Eloqua or Marketing Cloud)
Proven experience: leveraging IB data to segment and personalize journeys across multiple channels and architecting an effective post-purchase content strategy.
Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
Experience working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
Experience with communicating feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders
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 are an individual with a disability and 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 +1 (408) 501-8550, or [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.