Senior Staff Outbound Product Manager, ServiceNow

$171.9-300.8k

Expert level

Remote from Canada, US

More information about location

Cloud-based digital workflows for enterprises

Be an early applicant

Cloud-based digital workflows for enterprises

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Be an early applicant

$171.9-300.8k

Expert level

Remote from Canada, US

More information about location

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Company mission

To transform IT to revolutionize the enterprise.

Job

Company

Role

Who you are

The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction
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 SeviceNow 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
English – fluent

What the job involves

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 a Senior Staff Outbound Product Manager, you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform, helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base
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

Our take

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.

Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.

The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.

The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.