Job Description 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 top-notch content. They collaborate with various stakeholders across the business in EMEA to build and maintain a target customer list, pitch the program's value, conduct in-depth interviews, and own the end-to-end 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.