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Customer Advocacy Director, Stakeholder Engagement

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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

The Customer Advocacy team at ServiceNow identifies, develops and produces customer stories and spokespeople that bring the impact of ServiceNow and the success of our customers to life. Since customer success and stories are central to everything ServiceNow does, Customer Advocacy has an exciting vantage point that connects across product, sales and multiple marketing channels. Our focus is on building and nurturing our robust base of ServiceNow Customer Advocates, and delivering Advocacy services across internal organizations according to their needs.

We’re looking for an experienced marketing professional who will lead engagement and develop lasting relationships with our internal stakeholders across product and industry marketing teams. In this role you will develop strategic plans for each product and industry group and build a strong pipeline of customer advocates and stories to meet business needs and accelerate sales opportunities. You will also build relationships with customers and work with them to share their stories in mutually beneficial ways, including written stories, media interviews and keynote speaking engagements.

Our Ideal Candidate:

Our ideal candidate possesses skills for building strong connections and reciprocal relationships with internal stakeholders and customers. You demonstrate trustworthy partnerships by successfully bridging the needs of product-focused groups with the storytelling services our team provides. You possess project management and operational skills and can communicate effectively. You are passionate about customers and driven to grow them into loyal advocates.

What you get to do in this role:

  • Drive the definition, implementation, and adoption of a standardized and efficient collaboration and engagement model for customer advocacy and internal stakeholders
  • Build solid relationships and collaborate with stakeholders to develop customer engagement and story development strategies
  • Be the focal point for the engagement of product, solutions and industry business priorities and the customer advocacy organization
  • Deliver a robust reporting model to track progress and provide insight on how customer stories are being utilized and to validate business objectives ae being met
  • Create a scalable and repeatable process for identifying and nurturing customer advocate targets in alignment with go-to-market priorities 
  • Ensure delivery against program KPIs, including development and publication of targeted customer stories, securing keynote speakers for major events, enabling PR/AR coverage, identifying references for key product announcements and marketing campaigns
  • Develop and drive internal planning, communication and reporting processes that ensure alignment and status transparency with key stakeholders regarding customer requests and assets so business stakeholders are comfortable and informed regarding progress with customers 

Qualifications

To be successful in this role, we need someone who has:

  • Proven track record working effectively with customer and internal executives, sales, BU’s and marketing to build strong relationships and achieve outcomes 
  • Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high impact customer stories 
  • Experience driving strategy and influencing executive leadership
  • Experience with stakeholder engagement activities and change communications best practices in the marketplace
  • Ability to approach complex business questions with data and curiosity
  • Experience assessing, building, and supporting execution of stakeholder management
  • Ability to identify the “below the surface” root cause and the "so what" rather than just superficial trends in order to build out scalable and repeatable processes
  • Ability to collaborate and work toward common outcomes via influence vs. hierarchy
  • An analytical and strategic approach with a track record of turning ideas into successful action 

To thrive in this role, we need someone who has:

  • 15+ years’ experience in the information technology and cloud industries in a customer advocacy, customer reference or customer-facing marketing role
  • Ability to motivate and influence across the organizations
  • Excellent writing, editorial, presentation, and communication skills
  • Strong attention to detail and work ethic
  • Self-motivated, can work independently and proactively to resolve issues
  • Excellent analytical, problem-solving, and project management skills
  • Naturally a driver and a builder; able to work in a fast-paced environment
  • Change agent and leads with a growth mindset
  • Knowledge of ServiceNow products and solutions a plus

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

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

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 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

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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