Senior Outbound Product Manager

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

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” Service Now 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 ofthe

Platform, helpingto rapidly establish

Generative AI solution sand other Platform capabilities in our customer base.

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.

What you get to do in this role

• Provide program management practices, such as planning, 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 exceptional customer experience
• Drivecollaborationand efficient decision-making between all internal and external stakeholders, including partners and customers
• Provide regular (weekly,monthly, quarterly) updates to customers as well astointernalstakeholders
• Facilitateprojectplanning meetings, reviews, and retrospectives
• Provide project governance to manage requirements in line with agreed to scope and business objectives
• Develop and present theprojectvalue 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 placeat the end of each engagement

• 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 Scrum Master, PMP, and/orSevice Now Implementation  Methodology certificationor 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 Service Now products
• Strong cross-functional, technical Project Management experience anddemonstratedexperience in leading key projects, including strategic…