Director, Customer Excellence Product Marketing

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 intelligence capability that continuously informs strategy and prioritization.  Responsibilities  Establish a structured Voice of Customer, Voice of Field, and Voice of Services feedback model.  Synthesize customer feedback, seller insights, competitive intelligence, adoption trends, and market signals.  Conduct win/loss analysis and identify messaging gaps, competitive threats, and growth opportunities.  Create repeatable feedback loops that connect market insights to Product, Services, Customer Excellence, and Marketing stakeholders.  Translate market signals into actionable recommendations that influence strategy and investment decisions.    Customer Excellence Operating Model & Scale (20%)  Establish the operational foundation for how Customer Excellence Product Marketing works and scales.  Responsibilities  Design and evolve the Customer Excellence Product Marketing operating model.  Establish repeatable engagement frameworks across Product, Customer Excellence, Services, Sales, Enablement, and Marketing.  Define operating rhythms, governance structures, stakeholder engagement models, and decision-making frameworks.  Create scalable frameworks, templates, and best practices that increase consistency and reduce dependency on manual effort.  Build systems and workflows that enable scale through AI, automation, and leverage rather than headcount alone.  Evaluate future organizational needs and recommend investments, operating model enhancements, or resource requirements based on business impact and maturity.    Cross-Functional Leadership & Influence  Responsibilities  Operate as the connective tissue across Product, Customer Excellence, Services, Sales, and Marketing organizations.  Influence VP- and senior leader-level stakeholders without direct authority.   Drive alignment around Customer Excellence priorities, positioning, and strategic initiatives.  Establish clear ownership boundaries and engagement models across a complex stakeholder environment.  Represent Customer Excellence priorities within Product & Solutions Marketing planning and execution processes.    What This Role Owns  Impact positioning and messaging  Expert Services positioning and messaging  Customer value realization narrative  Customer Excellence messaging architecture  Competitive positioning and differentiation  Seller enablement strategy  Voice of Customer and Voice of Field insights  Market intelligence programs  Win/loss analysis  Services transformation positioning and GTM support  Customer Excellence Product Marketing operating model    What This Role Does Not Own   To maintain focus and strategic impact, this role does not own:  Product roadmap or prioritization  Product management  Service delivery methodologies  Services packaging strategy  Adoption operations  Customer success operations  NPS ownership  GRR ownership  Renewal execution  Campaign execution  Customer marketing programs  Advocacy programs  Demand generation execution  Event production and execution  Launch management  General marketing support requests  This role defines the narrative, positioning, enablement strategy, and market insights. Partner organizations execute within their respective functions.   Experience  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 understa