Responsibilities
- Develop and manage the core messaging framework for ITSM and ESM offerings, from overarching themes to audience-specific value statements.
- Turn complex technical features into clear, compelling narratives tailored to IT leaders, analysts, and internal partners.
- Highlight key differentiators against major competitors such as ServiceNow, Jira Service Management, and ManageEngine.
- Ensure message consistency across all customer-facing platforms including websites, sales materials, analyst submissions, and public events.
- Lead end-to-end go-to-market planning for product releases, from strategy through execution.
- Collaborate with Product Management to plan and manage the product launch schedule, overseeing activities from eight weeks prior to one month post-launch.
- Align teams across functions to ensure launch readiness in product, sales, marketing, communications, and customer success.
- Define measurable objectives for each launch and track performance to demonstrate business impact.
- Support high-value sales opportunities with tailored messaging, competitive insights, and evidence-based positioning.
- Create practical, widely adopted enablement tools such as training modules, messaging playbooks, sales pitches, and rebuttals for common objections.
- Conduct regular field interviews to gather feedback on what messaging drives wins or losses and where improvements are needed.
- Lead product marketing efforts for analyst relations, including preparation and follow-up for briefings with Gartner, Forrester, and IDC.
- Act as a recognized expert and representative in customer interactions, public speaking, and internal consultations.
- Monitor industry trends and competitive developments in ITSM to inform product strategy and sales tactics.
Compensation
Competitive market rate
Work Arrangement
Hybrid
Team
Cross-functional collaboration with product, sales, and customer success teams
Responsibilities
- Own the narrative: Drive the messaging architecture for Freshservice ITSM and ESM—from top-level narratives to persona-specific value propositions.
- Simplify the complex: Translate technical product capabilities into crisp, buyer-relevant stories for IT decision-makers, analysts, and internal stakeholders.
- Beat the competition: Differentiate our capabilities from competitors, clearly articulating our unique value against ServiceNow, Jira Service Management, and ManageEngine.
- Maintain consistency: Keep messaging aligned across every customer-facing surface: web, sales decks, analyst submissions, and event keynotes.
- Drive GTM: Lead the go-to-market strategy for ITSM and ESM product launches—from initial messaging through execution.
- Own the calendar: Partner with Product Management to build and manage the launch calendar; own T-8 to T+30 execution.
- Rally the team: Coordinate cross-functional launch readiness across product, sales, demand gen, comms, and customer success.
- Measure impact: Define launch goals and success metrics. Don't just ship—prove it landed.
- Be the trusted partner: Show up in key deals with the right story, the right competitive angle, and the right proof.
- Build what matters: Develop training, messaging guides, pitch narratives, and objection handlers that reps actually use.
- Listen to the field: Conduct regular listening sessions to understand what's winning deals, what's losing them, and where messaging needs to evolve.
- Own analyst relations: Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC)—prep, narrative, and follow-through.
- Be the expert: Serve as a subject matter expert and spokesperson for internal and external engagements, customer events, and briefings.
- Track the market: Monitor competitive landscapes and ITSM trends; translate insights into actionable intelligence for product strategy and sales.
Available
