Director, Customer Advocacy, Americas

Job Description
We are looking for an experienced customer marketing leader to manage and grow our strategic and scalable customer advocacy program in the Americas. AMS Customer Advocacy includes a team of Advocacy Managers who develop relationships with our customers and enable them to share their stories in mutually beneficial ways (including videos, written stories, business value studies, media interviews) as well as a Customer Reference function that works closely with Sales to connect prospects with satisfied customers in the context of a sales cycle.
Success in this role will entail building a strong sense of community, both with our customer advocates and with colleagues in the Customer Advocacy team and across the business.
What you get to do in this role:
· Increase ServiceNow's awareness and enable the ServiceNow sales organization to close deals faster by delivering customer testimonials that create market and selling impact.
· Build and nurture strategic customer advocacy relationships with executive customer spokespeople and ensure mutual benefit and positive experience from advocacy activities.
· Develop strategic alignment with sales, solutions consulting, marketing, product marketing, and communications regarding customer advocacy priorities to produce compelling stories aligned to the ServiceNow global solutions framework. · Recruit and engage customers to join the ServiceNow customer advocacy program that attracts and appreciates customers.
· Onboard new customer reference contacts to learn their story and help them understand the value of being part of our customer advocacy program and ensure stellar customer experiences when they engage in advocacy activities.
· Create and maintain a library of customer stories in many formats including case studies, blogs, paid articles, videos, slides for sales and social media cards to promote success we bring to our customers.
· Refine and oversee end-to-end process for creating customer content, including interviewing and producing impactful written and video success stories.
· Ensure the team finds a human angle and c-suite relevance in each customer story to create assets that resonate with the audience and position ServiceNow as a technology partner of choice for our prospects and customers.
· Collaborate with the broader Customer Advocacy team to develop and recommend customers stories from Americas in support of marketing priorities across Americas and globally.
· Ensure delivery against program KPIs, including publishing of targeted customer stories, keynote speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals.
· Make sure agencies are trained and leveraged effectively for consistency and quality.
· Manage a customer reference service to deliver expertise in matching customer references with prospects.
· Analyze the ongoing performance of the program to improve reference efficacy and help drive program adoption.