Job Description

Employment Type: Full-time Location Type: Remote Salary: $22 (Note: This appears to be an incomplete salary figure)

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Position Overview

This role is responsible for driving Marketing Analytics strategy and roadmap, providing thought leadership in Customer and Partner Analytics. The position involves designing, building, and supporting Marketing Analytics by assimilating signals from multiple sources and presenting information in a user-friendly way to various stakeholders.

Responsibilities

• Drive Marketing Analytics strategy and roadmap for the company.
• Provide thought leadership in Customer and Partner Analytics.
• Design, build, and support Marketing Analytics by assimilating signals from multiple sources.
• Present information in a user-friendly way to stakeholders including Revenue, Marketing, GTM, Customer and Partner organizations, cross-functional users, and the leadership team.
• Partner with the Customer organization, engineering team, data instrumentation team, and stakeholders to envision best Marketing analytics customer and alerting capabilities and interfaces.
• Manage and improve the user experience of how stakeholders consume marketing information.
• Develop and deliver unique insights about Customers and Partners through qualitative and quantitative research.
• Bring the promise of data science and machine learning to reality within Marketing Analytics, increasing decision effectiveness and speed.
• Own the telemetry of Customer data and its definitions.
• Define and implement policies, processes, and procedures for the governance and management of data, including data capture from our cloud platform, storage, security, integration, analysis, and reporting.
• Build a best-in-class team for data exploitation using cloud and social era tools and techniques for data analytics, mining, and visualization. Build multiple successors and a team that meets future business needs.
• Partner with peer leaders in the Analytics organization (Sales Analytics, Finance Analytics, Marketing Analytics, Customer, and Talent Analytics) to develop and deliver cohesive Analytics Customer to the company and connect all employees with the right data.
• Create Analytics with maximum adoption from stakeholders (measured by reach and frequency), user satisfaction, and business impact.
• Drive a cultural change, leveraging analytics and data science, to accelerate and enhance critical company priorities on Customer.

Qualifications

To be successful in this role, you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 12+ years of prior experience in Marketing (Customer and Partner Analytics).
• Experience in Business Intelligence, statistics, data science, and building Marketing Analytics programs.
• Exposure to the end-to-end Customer Management process: Customer development, Customer management, performance tracking, Customer support, technical support, community, engineering, instrumentation.
• Exposure to the end-to-end engagement lifecycle.
• Experience in managing instrumentation and telemetry data from modern cloud platforms.
• 10+ years of experience in leading a team and ability to work with highly cross-functional teams to achieve common goals.
• Thought leadership and influencing skills to share the possibilities of Customer Analytics and cultivate interest amongst stakeholders.
• Exceptional verbal and written communication skills and ability to engage effectively at all levels of the organization.

JV20