Responsibilities

• 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.
• Support the Services transformation toward recurring revenue models through effective positioning and go-to-market strategies.

Requirements

• 10+ years of experience in Product Marketing, Solution Marketing, Product Strategy, Go-to-Market, or related enterprise technology roles.
• Proven experience developing positioning, messaging, and go-to-market strategies for complex enterprise offerings.
• Experience influencing senior executives and leading strategic initiatives in highly matrixed organizations.
• Experience partnering across Product, Sales, Services, Customer Success, and Marketing organizations.
• Experience building or establishing new capabilities, operating models, or programs from the ground up.
• Strong understanding of customer adoption, value realization, customer success, professional services, or recurring revenue business models preferred.
• Strategic Product Marketing
• Operational Framework Design
• Systems Thinking
• Executive Communication

Preferred

• Builder Mentality
• AI-Native Mindset
• Self-Sufficient & High Agency
• Entrepreneurial Operator
• Customer Obsessed
• Relentless Follow-Through

Benefits

• health plans
• flexible spending accounts
• a 401(k) Plan with company match
• ESPP
• matching donations
• a flexible time away plan
• family leave programs