Director, Customer Excellence Product Marketing

Role Overview  You thrive at the intersection of strategy, storytelling, and systems. You can translate a complex business challenge into a compelling market narrative, align diverse stakeholders around a common vision, and build the operating model required to scale impact. You enjoy bringing clarity to ambiguity, creating structure where none exists, and leveraging AI and automation to work smarter. If that sounds like your ideal environment, keep reading.  Customer Excellence is one of ServiceNow's most important growth opportunities, helping customers accelerate adoption, realize business value faster, and maximize outcomes from their ServiceNow investments. As Impact continues to scale and Services evolves toward a recurring growth model, ServiceNow is investing in a dedicated Product Marketing leader to define how these offerings are positioned, understood, and activated in market.  The Director, Customer Excellence Product Marketing serves as the dedicated Product Marketing leader for the Customer Excellence portfolio, including Impact, Expert Services, and the broader customer value realization story. This role owns positioning, messaging, seller enablement strategy, market intelligence, and go-to-market frameworks while establishing the operating model needed to scale the function over time.   This is not a traditional portfolio Product Marketing role.  Success requires equal parts strategist, builder, operator, and influencer. You will partner across Product, Customer Excellence, Services, Sales, and Marketing to create a unified narrative, establish scalable ways of working, and build feedback loops that connect customer and seller insights back into the business. You will help determine how this capability scales over time through AI, automation, operating model innovation, partnerships, and future investment decisions.  If you are energized by building new capabilities, influencing senior leaders without direct authority, and creating repeatable systems that scale impact far beyond your own individual contribution, this role was built for you.  Key Responsibilities  Customer Excellence Narrative & Positioning (35%)  Lead the market narrative and positioning strategy for the Customer Excellence portfolio.  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.    Seller Enablement & Go-to-Market Strategy (25%)  Define the strategies and frameworks that enable customer-facing teams to effectively communicate Customer Excellence value.  Responsibilities  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.  Establish measurement approaches to assess seller readiness, content utilization, and messaging adoption.    Market Intelligence & Insights (20%)  Create a scalable market intell