Director Inbound Product Management - ServiceNow

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

What you get to do in this role:

• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs

• Develop a deep understanding on customer use cases and success outcomes

• Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.

• Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues

• Build a strong base of referenceable customers and contacts within your assigned portfolio

• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary

• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.

• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.

• Uncover and mitigate any risk that threatens your Customers growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.

• Ensure ongoing adoption by the customers of the continuously innovating within our products

• Act as the liaison between Product Management and our Customers with a focus on feature collaboration

Qualifications

To be successful in this role you have:

• 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager

• Strong Telecom domain and industry knowledge and familiarity with industry standards such as TM Forum, MEF etc.   

• Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies

• Fanatical about customer success and tenacious at driving long-term customer value

• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization

• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.