Senior Staff Outbound Product Manager - Platform

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.

Job Description

This role is part of our Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every "out-of-the-box" ServiceNow solution. You will be part of the Strategic Enablement Team in the Outbound Product Management organization, a talented and supportive group passionate about evangelizing our platform internally and externally. You will work with Sales, Specialty Sales, Solution Consultants, product teams, Product Success, customers, and partners to understand and solidify our customers' adoption plans for Gen AI.  

As an Outbound Product Manager, you will be critical in maximizing customer renewals for the Now Assist suite of products by shaping its deployment strategy to facilitate adoption. You will provide insights and findings based on the customer intelligence you will gather about their adoption progress and the value our customers derive from Now Assist and the Platform. 

What you get to do in this role:  

• Establish relationships with account teams to gather customers' desired business outcomes with Now Assist and all the relevant details about their adoption plans. 
• Act as a central point of contact for support-related activities for a select set of high-profile, strategic customers, ensuring their Now Assist adoption gets the support and help needed. 
• Drive regularly scheduled customer meetings to ensure the continual flow of information with timely updates on all ongoing Now Assist projects and act as the facilitator between customers and ServiceNow's cross-functional teams 
• Work cross-functionally to provide solutions for impediments that affect customer's critical milestones, i.e., ensure a timely and successful Go Live 
• Prepare summary status reports to be presented to all levels of management, including C-level stakeholders.        
• Develop an understanding of how customers deploy the platform and point solutions to inform how Now Assist adoption is affected.  
• Recommend the appropriate deployment support path based on the specific customer situation and their engagement with implementation partners, internally or externally. 
• Gather and share (internally) customer input to address adoption blockers and inform content, product strategy, and investments. 
• Develop or inform our deployment support strategy and prioritization to maximize reach. 

Qualifications

• Extensive knowledge of the Now Platform and ServiceNow business solutions (i.e., IT Service Management, Customer Service Management, HR Service Delivery, etc.) 
• 10+ years in a customer-facing role, or sales/pre-sales, or similar role 
• Proficient analytical skills, mastery of Excel, and reporting on the ServiceNow platform 
• Excellent oral and written communication skills and ability to create compelling narratives based on data 
• Must enjoy working in a highly collaborative environment 
• Ability to think strategically, learn fast, and communicate with impact 
• Strong organizational, communication, teamwork, presentation, problem-solving, and time management skills. 
• Self-starter with a collaborative "win as a team" approach. 
• Bachelor's degree or equivalent experience 
• English – fluent 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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