Director, Customer Excellence Product Marketing
Core
Define positioning, messaging, and go-to-market strategies for ServiceNow's Customer Excellence portfolio (Impact, Expert Services) to accelerate adoption and business value realization.
Role type
Director, Product Marketing (Strategy & Operating Model)
Builds
Unified market narratives, seller enablement frameworks, scalable market intelligence programs, and the Product Marketing operating model for Customer Excellence.
Domain
Enterprise SaaS / IT Service Management / Professional Services
Deliverable
product features
Required skills
Strategic positioning, market narrative development, seller enablement strategy, market intelligence synthesis, operating model design, cross-functional influence, go-to-market strategy, competitive analysis, stakeholder alignment.
Preferred skills
AI and automation integration, recurring revenue model expertise, building new capabilities from scratch, influencing senior leaders without direct authority.
Technologies
ServiceNow platform, AI tools, automation frameworks.
Responsibilities
Own positioning and messaging for Impact and Expert Services; develop differentiated value propositions and competitive strategies; define seller readiness and enablement frameworks; establish Voice of Customer and Voice of Field feedback loops; design and evolve the Customer Excellence Product Marketing operating model; influence VP-level stakeholders to align on strategic priorities.
Seniority
Director, strategic leadership & cross-functional influence