Manager Customer Story Development EMEA

ServiceNow; Île-de-France; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

An innovative firm is seeking a Manager for Customer Story Development to enhance customer marketing. This role involves collaborating with various stakeholders to capture and produce compelling customer narratives that showcase success. You'll lead the content production process, ensuring high-quality outputs that align with corporate messaging. The ideal candidate will have a strong background in stakeholder management, storytelling, and project management, with a passion for AI and innovation. Join a dynamic team that values inclusivity and creativity, and make a significant impact in a fast-paced environment!

Qualifications

• 8+ years in customer advocacy or marketing roles in IT/cloud industries.
• Proven track record in delivering compelling customer stories.

Responsabilités

• Conduct customer interviews to capture success stories.
• Manage the end-to-end content production process.
• Collaborate with stakeholders to maintain a target customer list.

Connaissances

Stakeholder Management

Sales

Interviewing

Storytelling and Narrative Development

Project Management

Content Creation and Quality Control

Vendor Management

Communication and Collaboration

Industry and Solution Knowledge

Adaptability and Multitasking

Formation

8 years in IT and cloud industries

Outils

AI-powered tools

Description du poste

The Manager Customer Story Development is a key player in the Customer Marketing team responsible for identifying target customers capturing their success stories and delivering topnotch content. They collaborate with various stakeholders across the business in EMEA to build and maintain a target customer list pitch the programs value conduct indepth interviews and own the endtoend content production process.

Key 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.

Skills and Capabilities :

• Stakeholder Management: Ability to effectively manage stakeholders, gain buy-in and build strong partnerships with teams such as Marketing, Product, Sales and Communications.
• Sales: Proficiency in pitching the value of the customer marketing program to customers and internal sales teams and persuading them to participate.
• Interviewing: Excellent interviewing skills to draw out customer stories, understand their journey and capture critical technical and business details.
• Storytelling and Narrative Development: Strong storytelling abilities to identify and craft compelling narratives that showcase customer success and align with ServiceNow's messaging.
• Project Management: Ability to oversee the end-to-end content production process, manage internal and external approvals and ensure timely delivery of high-quality content.
• Content Creation and Quality Control: Knowledge of creating various types of content (slides, case studies, films, etc.) and ensuring they meet ServiceNow's quality standards and align with the corporate voice and style.
• Vendor Management: Skills in managing external agencies and vendors to ensure their deliverables align with ServiceNow's messaging, positioning and quality expectations.
• Communication and Collaboration: Excellent communication skills to effectively collaborate with cross-functional teams and stakeholders throughout the content creation process. Ability to build, maintain and develop customer relationships.
• Industry and Solution Knowledge: Understanding of ServiceNow's target industries, workflows and solutions to effectively capture and communicate customer stories.
• Adaptability and Multitasking: Ability to manage multiple customer stories simultaneously, adapt to different industries and solutions, and handle a dynamic workload.

Qualifications :

• 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!

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including non-traditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.