Senior Customer Advocacy Manager

Servicenow   •  

Santa Clara, CA

Industry: Technology


11 - 15 years

Posted 168 days ago

This job is no longer available.

ServiceNow, a Santa Clara based software development company, is seeking a Senior Customer Advocacy Manager who will be responsible for helping to grow and strengthen our Customer Advocate Program. Through the voice of our customers, we demonstrate how the largest enterprises and hottest startups around the world are using ServiceNow to automate and innovate. This role will be focused on bringing to life the success stories of our customer champions and amplifying the customer’s voice in the marketplace through the creation of customer content and opportunities. This position is directly associated with influencing revenue growth and branding building through the creation of compelling advocacy relationships and assets and contributing to our customers’ overall success.

This role is highly visible and cross-functional, requiring regular communication with ServiceNow’s corporate marketing, product marketing, sales leadership, and business development members. This individual will also need to manage timely deliverables with strong communication and cross-functional partnering skills. They must be team oriented and have a ‘can do’ attitude and be comfortable working in fast paced, team-oriented environment. This individual will work out of the Santa Clara, CA headquarters office.


  • Lead customer advocacy program development and activities that start from building enduring customerrelationshipsand extend across new assets and programs that showcase our customers’ success
  • Leverage voice of customer leadership and expertise to develop, own and influence a comprehensive customer story telling content strategy
  • Infuse priority programs such as product launches, media campaigns and key ServiceNow-led customer events with new ways to inject the voices of our customers from concept to execution
  • Own and build program strategies and tactics for customer reference pipeline and asset creation activities that can be leveraged across ServiceNow’s business units and globally
  • Develop voice of customer marketing assets and deliverables in support of ServiceNow’s target business focus areas including content, case studies, videos and speaking engagements
  • Be the subject matter expert and central point of contact across ServiceNow business units to build and execute voice of customer advocate plans and across ServiceNow marketing to manage customer engagement for programs like PR, analyst relations, marketing communications and events
  • Deliverinternal stakeholders with fresh and relevant customer testimonials to promote at events and through public activities
  • Partner across the company promote new assets digitally and through social media
  • Contribute best in class expertise to operational and continuous process improvement efforts for customer engagement programs, not limited to just advocacy
  • Evangelize and educate internal and external stakeholders on the benefits associated with voice of customer activities; activate them to join the movement
  • Gather and analyze data to assess health of customer advocacy efforts and use insights to develop action plans
  • Manage the work of creative and agency resources as needed

Qualifications & Skills

  • 10+ years marketing experience with a focus on customer programs, corporate communications disciplines or product marketing
  • Customer first mentality
  • Clear and direct communicator – Comfortable communicating with both internal and external customers
  • Strong project management skills and operational discipline
  • Highly organized and efficient
  • Experience bringing assets to completion reliably and repeatedly – and creativity when it comes to doing this
  • Experience with customer programs including customer advisory boards, councils, executive sponsorship programs and user groups