Responsibilities

• Lead the market narrative and positioning strategy for the Customer Excellence portfolio.
• Own positioning and messaging for Impact, Expert Services, and emerging Customer Excellence offerings
• Develop differentiated value propositions, messaging frameworks, and competitive positioning strategies
• Build and maintain the market narrative explaining why Impact and Expert Services matter, how they work together, and the value customers realize through both offerings.
• Create compelling customer value realization stories that connect product adoption to measurable business outcomes.
• Ensure Customer Excellence offerings are consistently represented across ServiceNow platform, solution, and industry narratives.
• Serve as the strategic advisor for Customer Excellence messaging and positioning decisions across the organization.
• Define seller readiness and enablement strategies that improve awareness, adoption, and utilization.
• Develop messaging frameworks, sales narratives, talk tracks, battlecards, and objection handling strategies.
• Partner with Sales, Enablement, and Customer Excellence leadership to improve field effectiveness and consistency of message.