Senior Product Manager

2 days ago

Orlando, Florida, United States ServiceNow Full time
Job Title: Senior Staff Outbound Product ManagerJob Summary

As a Senior Staff Outbound Product Manager at ServiceNow, you will play a critical role in maximizing customer renewals for the Now Assist suite of products by shaping its deployment strategy to facilitate adoption. You will work closely with Sales, Specialty Sales, Solution Consultants, product teams, Product Success, customers, and partners to understand and solidify their adoption plans for Gen AI.

Key Responsibilities
  • 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.
Requirements
  • 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.

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