Staff Outbound Product Manager - Platform at 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

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 ServiceNows cross-functional teams 

• Work cross-functionally to provide solutions for impediments that affect customers 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.) 

• 8+ 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. 

• Bachelors degree or equivalent experience 

• English – fluent