Staff Product Manager - Now on Now

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

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

This role is an integral part of Now on Now’s Product Adoption and Customer Success strategy. You will drive strategic, company-wide, highly visible partnerships with Digital Technology, Product, Engineering and Customer Outcomes orgs, driving high product maturity and customer success engagements for all Now-on-Now efforts. Primary focus on this role is to align product adoption and success with revenue priorities of the company, and commercial viability of Digital Technology innovations. The role is expected drive the adoption – including strategic conversations with senior leaders and execs, stakeholder management, resolution of complex cross functional product/platform adoption issues, driving GM product feedback loop, enabling speaker and Customer Success partners and proactively removing roadblocks, paving the way for new avenues of revenue influence, and handling competing priorities in a highly fast-paced and fast-growing environment.

We are looking for a highly experienced and driven candidate with a deep understanding of ServiceNow's products and a passion for leveraging ServiceNow product and platform to enhance collaboration and productivity. You will be driving roadmaps, planning and flawless delivery of revenue impact.

What you get to do in this role:

• Strategy and Vision: Understand and support the strategy for Now on Now’s product adoption and alignment with Customer Success, in alignment with the company's broader revenue goals and objectives. Create a roadmap for optimizing the adoption of ServiceNow's tools internally.
• “All-in” on Customer Zero: Engage as a fully vested member of ServiceNow’s platform and product leadership team. When working cross-functionally, represent ServiceNow’s best interests while building strong relationships across multiple stakeholder groups, serving as an ambassador of our product within the company, and driving customer success through our Now-on-Now program.
• Adoption: Drive adoption and maturity of our products, and platform, across various functions across the company. Own and facilitate feedback with product teams to ensure products are leveraged to their full potential to streamline processes and enhance productivity.
• Customer Engagements: Deep technical knowledge on core ServiceNow products and ability to have peer to peer practitioner discussions about our authentic customer 0 journey, at Executive briefing or marketing events with customers
• Cross-Functional Relationship: Collaborate closely with cross-functional teams, including Digital Tech, product development, engineering, customer success and operations, to align efforts and ensure a unified approach to product adoption.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure the effectiveness of product adoption strategies and make data-driven adjustments as necessary.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact
• Proven experience (8+ years) in roles requiring in-depth knowledge of company’s products/platform.
• ServiceNow CSA is required and other ServiceNow certifications are highly desired.
• Implementation knowledge of ServiceNow’s suite of products an