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Senior Marketing Manager, Digital Journeys & Customer Growth

| South Bay | Remote | Hybrid
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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.®
 
We're looking for people who are ready to roll up their sleeves 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 Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

    This is a unique opportunity to be part of a dynamic team that is building ServiceNow’s first post-purchase digital journey program at scale. We need a customer-centric individual who can design both an effective content strategy and a data-driven customer journey map to help customers onboard, activate and use ServiceNow’s products. As a senior manager, you will facilitate cross-org collaboration with campaign managers, data analysts, content developers, product marketing leads and product managers to create powerful, product specific journeys to successfully onboard new customers, mitigate and deploy shelf ware, drive adoption and ensure frictionless renewals.

    What You Will Be Doing 

    • Architect a product specific post-purchase digital journey, which includes the development of standards and governance processes to guide customers through multiple and complex activations. 

    • Partner with campaign teams to run personalized journeys and to monitor/report campaign effectiveness 

    • Design an effective omni-channel content strategy from onboarding to activation, adoption and renewals, partnering with product experts, content developers and community leads in the process. This includes evaluating and elevating existing content, identifying gaps and ensuring messaging consistency across the entire product lifecycle as well as digital properties 

    • Proactively identify areas of improvement across different stages of the customer journey 

    • Work extensively with cross-functional marketing partners to identify and implement an optimal end to end journey, ensuring consistent messaging from pre-sales to post-purchase 

    • Develop strong collaborative relationships with key stakeholders across the company including Marketing, Product Management, Operations, Customer Outcomes and Sales 

    • Proactively identify and implement process improvements and technological innovations 

    • Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in quality of the journey 

    • Ensure the voice of the customer is at the heart of every design decision


    Qualifications

    • Bachelor's degree with 12+ years of relevant experience (in Customer Experience, Operations, Marketing and/or Product Development) 

    • Proven experience: designing journeys in marketing automation systems (such as Marketo, Eloqua or Marketing Cloud) 

    • Proven experience: leveraging IB data to segment and personalize journeys across multiple channels and architecting an effective post-purchase content strategy.

    • Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues 

    • Experience working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals 

    • Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance 

    • Experience with communicating feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders


    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.

    If you are an individual with a disability and 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 +1 (408) 501-8550, or [email protected] 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.


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    Technology we use

    • Engineering
      • JavaLanguages
      • JavascriptLanguages
      • ReactLibraries
      • Node.jsFrameworks
      • MariaDBDatabases
      • MongoDBDatabases
      • MySQLDatabases
      • PostgreSQLDatabases

    Location

    101 2nd St #1400, San Francisco, CA 94105

    An Insider's view of ServiceNow

    How would you describe the company’s work-life balance?

    I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

    Kurdin

    Manager, Strategy & Operations

    What does your typical day look like?

    If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

    Viviana

    Senior Machine Learning Engineer

    How does the company support your career growth?

    Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

    Vanessa

    President, ServiceNow.org

    What is your vision for the company?

    We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

    Pat

    Chief Technology Officer

    What are some things you learned at the company?

    Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

    Ying

    Director, Product Design

    What are ServiceNow Perks + Benefits

    ServiceNow Benefits Overview

    We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

    Culture
    Volunteer in local community
    Open door policy
    Open office floor plan
    Flexible work schedule
    Remote work program
    Diversity
    Documented equal pay policy
    Dedicated diversity and inclusion staff
    Mandated unconscious bias training
    Diversity manifesto
    Mean gender pay gap below 10%
    Diversity employee resource groups
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Wellness programs
    Financial & Retirement
    401(K)
    401(K) matching
    Company equity
    Employee stock purchase plan
    Performance bonus
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Childcare benefits
    Generous parental leave
    Family medical leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited vacation policy
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Office Perks
    Commuter benefits
    Company-sponsored outings
    Free snacks and drinks
    Company-sponsored happy hours
    Onsite office parking
    Onsite gym
    Professional Development Benefits
    Tuition reimbursement
    Lunch and learns
    Promote from within
    Mentorship program
    Online course subscriptions available

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