Director, Inbound Product Management - Impact

Company Description

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

Company:

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. 

 The Team: 

The Impact Business Unit is dedicated to enhancing customer experiences and driving value through innovative solutions. Our team focuses on improving adoption, providing a unified consumer-grade experience, enhancing instance health, and ensuring scalability. We leverage advanced technologies and collaborate across various departments to deliver impactful results that accelerate time to value realization for our customers.

What you get to do in this role:

• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
• Develop a deep understanding on customer use cases and success outcomes
• Build strategy to drive customer satisfaction scores for Impact
• Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Work with a team of talented product managers and help them drive their respective areas.
• Develop strong relationships with all key decision makers and influencers across your accounts, and Impact BU colleagues
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption by the customers of the continuously innovating within our products
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU

Qualifications

To be successful in this role you have:

• 15+ years of experience in core product management
• 5+ years of ServiceNow Platform knowledge and experience with administrative tools is required
• Strong technical acumen in the enterprise SaaS space
• Deep understanding of Health and Observability tools 
• Experience in managing global product management teams
• Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions, host webinars and influence exec leadership 
• Leads from the front with sleeves rolled up
• Must enjoy working in a highly collaborative environment
• Demonstrates creativity and outside the box problem solving
• Sets a high bar for themselves, their team and for the business unit
• Must be able to travel up to 25%.

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willi