Senior Principal Outbound Product Manager, Customer Service Management -Agent Experience

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

The Role   

Outbound Product Managers are key to helping us scale our GTM efforts as we continue to be one of the fastest growing business units at ServiceNow.  

The Senior Principal Outbound Product Manager, Customer Service Managment will leverage their deep understanding of customer service management to play a critical role in leading our enablement efforts for sales, solution consulting, and GTM teams, customers, and partners, informing the pricing and packaging of new products, and driving adoption of our product portfolio.   

At ServiceNow, Outbound Product Managers collaborate closely with multiple cross-functional teams (e.g., marketing, sales, solution consulting, pricing strategy and operations, customer outcomes, product success, training and certification etc.) 

What you get to do in this role:  

• Drive GTM, sales, solution consulting, and partner enablement for Customer Service Management products, working closely with Inbound Product Management, Product Marketing, Pricing Strategy, Product Success, Customer Outcomes, and Technical Alliances teams 

• Develop high quality enablement content that describes the value of product innovation of our customer service management product, with a particular focus on modernizing the agent experience (workspace, playbooks, process automation designer, UI Builder) 

• Lead pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products  

• Define and execute new product launch strategy working with relevant product, marketing and GTM stakeholders and leadership. 

• Develop a deep understanding of customer use cases and success outcomes and influence product roadmap. 

• Develop best practices assets to drive adoption by customers and partners   

• Become a trusted resource to promote the ServiceNow vision with industry influencers, strategic partners, and analyst firms.  

• Lead cross-functional teams to accomplish our goals.  

Qualifications

Qualifications 

To be successful in this role, we need someone who has:  

• At least 8-12 years in a customer-facing role in Product Management, Product Marketing, Solution Consulting, Product Delivery, or similar role. 

• Knowledge / experience in modern agent experience technologies such as Configurable Workspace, UI Builder, Process Automation Designer, and Playbooks is a “must have”. 

• Extreme sense of ownership – own the problem, the process, and the outcome. Some things may need “driving by influence”, others may need executing yourself in a hands-on manner, and yet others will need delegation. 

• Strong bias towards action, and a sense of urgency to “win” in the market 

• Excellent people and presentation skills to engage with all levels of customers, colleagues, cross-functional teams, and partners. 

• Outstanding written and oral communication skills.  

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For positions in the Bay Area, we offer a base pay of $173,800 - $304,200, plus equity (when applicable), variable/incentive com