Customer Story Development Manager

Ability to build strong partnerships with marketing, product, sales, and communications teams
Strong ability to pitch the value of advocacy programs to customers and internal teams and overcome objections of participating in co-marketing activities
Excellent interviewing skills to draw out customer stories and craft compelling narratives aligned with ServiceNow’s messaging
Ability to manage multiple customer stories and oversee the full content production process, ensuring timely delivery
Experience creating and managing various content types (slides, case studies, videos) to meet high-quality standards
Skilled at managing external agencies to ensure alignment with brand and content expectations
Strong interpersonal and collaboration skills to engage customers and internal stakeholders effectively
Understanding of ServiceNow’s target industries, workflows, and solutions
Ability to manage multiple projects simultaneously in a fast-paced, high-growth environment

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
Act as an advocate for the Customer Marketing program, helping customers, partners, and account teams understand the value of participating in advocacy initiatives
Own the full content development process, from defining deliverables (slides, case studies, videos, etc.) to securing internal and external approvals
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
Work with external agencies to ensure content aligns with ServiceNow’s messaging, positioning, and brand voice

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
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