Senior Staff Outbound Product Manager

ServiceNow; San Diego (CA); Hybrid; USD 172,000 - 301,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Senior Staff Outbound Product Manager to lead complex customer adoption engagements for the Now Platform. You will drive cross-functional initiatives, manage executive-level engagements, and ensure successful go-to-market strategies across customers and partners.

The role requires strong program management, deep product knowledge, and exceptional communication. Travel up to 50% may be required, with equity and comprehensive health plans offered.

Qualifications

• Minimum of 12 years of high-tech/SaaS industry experience.
• 8+ years in a customer-facing role, program management or similar role.
• 8+ years of experience with technology products.
• Certified ScrumMaster, PMP, and/or ServiceNow Implementation Methodology certification or equivalent.
• Exceptional communication skills to include technical and business concepts.
• Very strong written communication skills.
• Excellent negotiation and persuasion skills.
• Must enjoy working in a highly collaborative environment.
• Prior experience with implementing or supporting ServiceNow products.
• Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out.
• Ability to think strategically, learn fast, and communicate with impact.
• Ability to travel, possibly 50% of the time.

Responsibilities

• Provide program management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle.
• Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes.
• Manage cross-functional projects and teams, senior-level business executives and customers to provide an exceptional customer experience.
• Drive collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers.
• Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders.
• Facilitate project planning meetings, reviews, and retrospectives.
• Provide project governance to manage requirements in line with agreed to scope and business objectives.
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration.
• Mentor team members to achieve the engagement's deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Ensure complete knowledge transfer, record updates and all transition activities are taking place at the end of each engagement.

Skills

Program management

Executive engagement

Communication skills

Written communication

Negotiation

Collaboration

ServiceNow experience

Cross-functional leadership

Strategic thinking

Travel flexibility

Education

Certified ScrumMaster

PMP

ServiceNow Implementation Methodology certification

Tools

ServiceNow

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

This role is part of our AI 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 that is passionate about evangelizing our platform internally and externally. You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market.

As aSenior Staff Outbound Product Manager,youwill play a critical role in managing complex customer adoption engagements to ensuretheadoption ofthePlatform, helpingto rapidlyestablishGenerative AI solutionsand other Platform capabilitiesin our customer base.The successful candidate is a results-oriented self-starter with strong program management skills, technicalexpertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.

What you get to do in this role

• Provide program management practices, such asplanning, scheduling, monitoring,risk management,etc.,to drive rigorous project execution throughout the project lifecycle
• Apply project managementexpertisefrom theNow Createimplementationmethodologyand prescriptive guidance to promote engagement delivery to drive successful customer outcomes
• Manage cross-functional projects and teams, senior-level businessexecutivesand customers to provide an exceptionalcustomer experience
• Drivecollaborationand efficient decision-makingbetween all internal and external stakeholders, includingpartners and customers
• Provideregular (weekly,monthly, quarterly)updates to customersas well astointernalstakeholders
• Facilitateprojectplanning meetings, reviews, and retrospectives
• Provideproject governanceto manage requirements in line with agreed to scope and business objectives
• Develop and present theprojectvalue proposition to customersas part of the initiative and on-going collaboration
• Mentor team members to achieve the engagement's deliverables and promote the customer's desired results
• Identifygaps between actuals and plan of record, proposing solutions and driving resolutions
• Ensure complete knowledge transfer,record updatesand all transition activitiesare taking placeat the end of each engagement

Qualifications

• Minimum of 12years of high-tech/SaaS industry experience
• 8+ yearsin a customer-facing role,programmanagementorsimilar role
• 8+ years of experience with technology products
• Certified ScrumMaster, PMP, and/orSeviceNowImplementation Methodology certificationor equivalent
• Exceptional communication skills to include technical and business concepts
• Very strongwritten communication skills
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative environment
• Prior experience with implementing or supporting ServiceNow products
• Strong cross-functional, technical Project Management experience anddemonstratedexperience in leading key projects, including strategic customer programs frominceptionto successful roll-out
• Ability to think strategically, learn fast, and communicate with impact
• Ability to travel,possibly 50%of the time

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [emailprotected] 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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