Principal Inbound Product Manager, Customer Workflows

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:   

• Product Vision & Strategy:
  • Drive Customer Service Intelligence initiative(s), re-imagining the customer support agents’ experience with AI to enhance their productivity and improve customer satisfaction
  • Engage internal stakeholders and partners to obtain necessary inputs for product strategy & roadmap, get buy-in/commitments, and manage expectations
  • Accelerate innovation by collaborating with engineering, researchers and designers on defining and testing new ideas.
  • Own technical/feature-based competitive analysis and positioning
• Customer Insights:
  • Know top representative 5-10 customers intimately, their specific use cases, gains & pains
  • Be the voice of the customer and provide a business perspective on value
  • Understand how customers are using the product, gains & pains, reasons for high/low usage
• Product Planning & Release management:
  • Define product roadmap and key success metrics; ensure they are instrumented & reviewed
  • Create feature plans for each release, including acceptance criteria, use cases, etc.
  • Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues
• Enablement:
  • Create base documentation and enable Outbound PM and Docs team
  • Collaborate with Outbound PM on enabling partners, sales and solution consultants

Qualifications

To be successful in this role you have:

• 5+ years of software product management experience
• Experience delivering AI-powered products/solutions
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Experience defining and capturing product requirements and transforming them into a product roadmap
• Strong prioritization skills and the discipline to focus on high impact activities
• Ability to work in a highly collaborative environment

For positions in the Bay Area, we offer a base pay of $152,000 - $266,000, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marita