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Manager, Customer Story Development, EMEA

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ServiceNow

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Marketing
  • Munich
    Remote

AI generated summary

  • You need 8+ years in IT/cloud marketing, strong customer story delivery, EMEA market knowledge, AI integration experience, excellent communication, and a passion for innovation and learning.
  • You will conduct customer interviews, manage content production, maintain target customer lists, pitch value to customers and sales teams, and oversee vendor quality to ensure aligned messaging.

Requirements

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
  • 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!

Responsibilities

  • Customer Interviews interviewing customers to draw out their stories, understanding the narrative arc of their journey, as well as the critical technical and business details that will bring the story to life. When customers are willing to speak about several use cases, they will capture a broad perspective that can be used for different outputs and teams, making sure the customer experience is always top of mind.
  • Managing Content Production process owning the end to content production process. Defining the Bill of Materials (Slides, Case Studies, Films etc) including internal and external approvals. Delivering “Elite Level” content that meets the ServiceNow quality bar. Managing internal and external approval processes to ensure a great customer experience and timely delivery of content.
  • Customer Blueprints maintaining the target customer list for their assigned Industry / BU. Managing stakeholders and getting buy-in and support for the strategy. Partnering with the Sourcing & Qualification team and other stakeholders to build out the list.
  • Pitching Customers & Sales Teams acting as the Sales arm of Customer Marketing. Helping customers, partners and account teams understand the value of becoming part of our program.
  • Managing Vendors to ensure high quality output. Working with our agencies to ensure their delivery is in line with ServiceNow messaging and positioning and is aligned with our corporate voice and style.

FAQs

What is the primary role of the Manager, Customer Story Development in EMEA?

The primary role is to identify target customers, capture their success stories, and deliver high-quality content, collaborating with various stakeholders across the business in EMEA.

What qualifications are required for this position?

Candidates should have 8+ years of experience in customer advocacy, customer reference, or customer-facing marketing roles within the information technology and cloud industries.

Is experience with AI integration required?

Yes, candidates should have experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

What skills are essential for this role?

Essential skills include stakeholder management, sales proficiency, excellent interviewing and storytelling abilities, project management, content creation expertise, vendor management, communication, and adaptability.

Will the manager be responsible for vendor management?

Yes, the manager will oversee vendor management to ensure deliverables align with ServiceNow's messaging, positioning, and quality expectations.

What types of content will the manager be creating?

The manager will create various types of content including slides, case studies, and films that highlight customer success stories.

How important is storytelling in this role?

Storytelling is very important as it involves crafting compelling narratives that showcase customer success and align with ServiceNow's messaging.

Will this role involve working with customers directly?

Yes, the role includes interviewing customers to draw out their stories and understanding their experiences with ServiceNow’s offerings.

Is prior experience with large brand customers necessary?

Yes, candidates should have past successes working with large brand customers and navigating internal requirements for communications and legal approval.

Is flexibility in work arrangements available for this position?

Yes, ServiceNow offers flexible work arrangements, including remote and hybrid options, depending on the nature of the work.

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ServiceNow

A purpose-driven company. Making work, work better for people guides everything we do.

Technology
Industry
10,001+
Employees
2004
Founded Year

Mission & Purpose

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.

Culture & Values

  • Wow our customers

  • Win as a team

  • Create belonging

  • Stay hungry and humble

Benefits

  • Generous family leave

  • Flexible PTO

  • Matched donations

  • 401(k) matching

  • Annual learning stipends

  • Paid volunteer time