Senior Product Marketing Manager, Customer Service Management

ServiceNow, Inc., Santa Clara, California, United States, 95053

Work at ServiceNow, Inc.

**Senior Product Marketing Manager, Customer Service Management*** Building A,B,C 2225 Lawson Lane, Santa Clara, CALIFORNIA, United States* Employees can work remotely* Full-time* Work Persona: Flexible or Remote* Region: AMS - North America and Canada* Employee Type: Regular**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.Were 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


about their experiences working at ServiceNow.**Job Description****Role:**A successful Sr PMM leader must drive cross-functional teams to successfully deliver high-impact results. We index heavily on great messaging and positioning skills and cross-functional partnership. If you love the intersection of product, messaging alignment, and sales enablement, and work with a one team, one dream mindset you should apply.As a Senior Product Marketing Manager, you will drive the family and store release process for ServiceNows Customer Service Management (CSM) offering. You will work with our product business units and go-to-market teams to drive awareness, deepen engagement, and accelerate growth. You will demonstrate a passion for product development and understanding new release capabilities as well as developing the right sales enablement and customer narratives for Customer Service Management. You will plan and work cross-functionally to execute the plan successfully.The ideal candidate is experienced in B2B product marketing and a quick study, able to consume complexity across a vast array of products, services, customer segments, geographies, and industries. He/she can simplify these complexities to be easily learned and understood by GTM and marketing teams for use with our target markets. The ideal candidate is a self-starter who can lead both the enablement strategy and the release launch process for Customer Service Management. He/she will be the subject matter expert and voice of the product.**What you get to do in this role:*** Partner with product, sales and the enablement team to create the CSM enablement strategy and plan* Educate sales with effective and clear enablement materials to articulate the value and differentiation of ServiceNow solutions.* Work closely with Product Management to understand release capabilities, benefits, and value in detail, develop the release messaging, and execute the release process for bi-annual family releases and quarterly store releases.* Create and manage the release bill of material and ensure contents are compelling and delivered on time. This includes creating sales enablement deliverables, defining updates to ServiceNows web site, creating and delivering release broadcast content, defining demo content, and more.* Work closely with Technical Product Marketing on release-specific demos to ensure key features are properly represented and messaging is aligned.* Partner with product management and alliance marketing teams on the launch of partner integrations released on the ServiceNow Store, ensuring technical details are described in an understandable way and aligned to marketing messaging.* Partner with industry marketing to ensure release materials are developed consistently where industry products rely on CSM horizontal capabilities.* In collaboration with technical product marketing and the demo enablement team, lead the CSM demo content strategy for ServiceNow events and conferences, ensuring both pre-recorded and live product demos are aligned to the CSM messaging and key new capabilities are incorporated.**Qualifications****To be successful in this role you have:*** 12+ years of product marketing experience, preferably with experience in customer service management software or related fields.* Strong experience designing, developing, and implementing insight-driven, content-led marketing and sales enablement content.* Demonstrated ability to work across functions within Product, Sales, Marketing and Alliances, building relationships to drive results.* Results driven, detail-oriented with a bias for action and have ability to thrive in a fast-paced environment.* Thorough understanding of needs of customer service across multiple types of organizations and industry verticals.* Strong leadership skills with strong written communication skills and dynamic speaking skills* Bachelors degree or equivalent experienceFD21**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.All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date.

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to learn more.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 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.

to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .**Work personas**Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.**Required in Office**A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.**Flexible**A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.**Remote**A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employm