Director of Outbound Product Management, ServiceNow
Customer Service Management, Contact Center
$198.5-347.5k
+ Equity. Salary applicable to candidates in the Bay Area only
More information about location
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
$198.5-347.5k
+ Equity. Salary applicable to candidates in the Bay Area only
More information about location
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- A minimum of 10 years in a customer-facing role in Product Management, Product Marketing, Solution Consulting, Product Delivery, or similar role
- Knowledge / experience in Voice / Contact Center / Workforce Optimization is a “must have”. Knowledge and experience in omni-channel engagement, self-service, and customer service is also desirable
- Extreme sense of ownership – own the problem, the process, and the outcome. Some things may need “driving by influence”, others may need executing yourself in a hands-on manner, and yet others will need delegation
- Strong bias towards action, and a sense of urgency to “win” in the market
- Excellent people and presentation skills to engage with all levels of customers, colleagues, cross-functional teams, and partners
- Outstanding written and oral communication skills
What the job involves
- Outbound Product Managers are key to helping us scale our GTM efforts as we continue to be one of the fastest growing business units at ServiceNow
- The Outbound Product Management Director, Customer Service Management will leverage their deep understanding of customer service management to play a critical role in leading our enablement efforts for sales, solution consulting, and GTM teams, customers, and partners, informing the pricing and packaging of new products, and driving adoption of our product portfolio
- At ServiceNow, Outbound Product Managers collaborate closely with multiple cross-functional teams (e.g., marketing, sales, solution consulting, pricing strategy and operations, customer outcomes, product success, training and certification etc.)
- Drive GTM, sales, solution consulting, and partner enablement for Customer Service Management products, working closely with Inbound Product Management, Product Marketing, Pricing Strategy, Product Success, Customer Outcomes, and Technical Alliances teams
- Develop high quality enablement content that describes the value of product innovation of our customer service management product, with a particular focus on voice, contact center as a service, and workforce optimization
- Lead pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products
- Define and execute new product launch strategy working with relevant product, marketing and GTM stakeholders and leadership
- Develop a deep understanding of customer use cases and success outcomes and influence product roadmap
- Develop best practices assets to drive adoption by customers and partners
- Become a trusted resource to promote the ServiceNow vision with industry influencers, strategic partners, and analyst firms
- Lead cross-functional teams to accomplish our goals
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 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in 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 $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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