AI Solution Manager, ServiceNow Platform

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

Team

Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customer-facing and internal projects. You’ll work alongside a team of seasoned professionals working on leading edge, innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary that likes to dream big, come join our team!

Who we are?

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes and QE and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer driven innovation within ATG.

What's our purpose?

Accelerate value realization of AI-powered workflows by customers at scale.

What we do?

Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical playbooks to guide new implementations, boost adoption and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI Search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and most recently, Generative AI with customers.

What you get to do in this role:

As an AI Solution Manager, you will lead AI solution implementation programs, ensuring customers maximize value from ServiceNow AI. A key aspect of this role is capturing customer feedback, analyzing patterns, and working closely with Product Management and Engineering to drive continuous product improvements.

Key Responsibilities:

Customer Engagement & Program Leadership

• Lead AI solution delivery and governance by managing risk, change, and alignment with customer objectives while ensuring seamless execution.
• Manage customer relationships and strategic engagement, providing executive stakeholders with regular updates, capturing sentiment, and proactively addressing adoption challenges.

Customer Feedback, Analysis & Product Evolution

• Gather and analyze customer feedback from deployments, executive discussions, and user interactions to identify recurring pain points and enhancement requests.
• Assess product adoption and usage trends, designing and tracking key metrics to evaluate engagement, usability, and performance across customers.
• Act as the voice of the customer, collaborating with Product Management and Engineering to drive timely issue resolution, usability improvements, and feature innovation.
• Ensure follow-through on feedback, tracking progress to guarantee customer concerns are addressed and reflected in future releases.

Knowledge Sharing & AI Enablement

• Capture and share best practices, success stories, and lessons learned to accelerate AI adoption.
• Provide internal enablement sessions, technical workshops, and training for both customers and partners.
• Develop playbooks, case studies, and reusable assets to scale AI solution best practices.

Thought Leadership & AI Expertise

• Act as a trusted advisor, guiding customers on AI strategy, industry trends, and product capabilities while driving executive buy-in and stakeholder alignment for long-term success.
• Mentor internal teams, fostering a culture of customer-centric innovation and ensuring AI solutions deliver maximum impact.

Why This Role Matters:

At ServiceNow, our customers are at the heart of everything we do. This role plays a vital part in ensuring AI solutions evolve based on real-world customer needs. By proactively capturing, analyzing, and acting on customer feedback, you will drive product innovation, accelerate AI adoption, and create measurable business impact—ultimately shaping the future of AI at ServiceNow