Principal Outbound Product Manager - CSM

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

The Team 

The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology, Telecommunications, Financial Services, Healthcare, Manufacturing, Retail, and Public Sector, built as extensions of our core – Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ) and Sales & Order Management (SOM). These products drive exceptional customer experiences by uniting front, middle, and back office on a single platform, enabling organizations to sell, fulfill and service customers faster and at a lower cost. 

The Role 

As a Principal Outbound Product Manager in the CSM Outbound Product Management team, you will be key to scaling our go-to-market efforts in one of ServiceNow's fastest-growing business units. Your focus will be on the agent experience – a unified digital workspace where customer service agents have all the tools, information, and automation they need in one place to help customers faster and more effectively. 

You will leverage deep expertise in customer service management and CRM software to bridge the gap between products and market, focusing on customer adoption and success through sales enablement, partner education, and strategic customer feedback that informs product development. 

What you'll do: 

• Drive go-to-market strategy for Customer Service Management products (with a specific focus on the agent experience), collaborating with Inbound Product Management, Sales, Marketing, Support, and Pricing Strategy 

• Develop enablement content that communicates product value and innovation 

• Lead pricing and packaging initiatives in collaboration with BU stakeholders and corporate pricing to optimize adoption of new products 

• Execute product launch strategies with cross-functional stakeholders and leadership 

• Influence product roadmap through deep understanding of customer use cases and success outcomes 

• Create adoption resources including best practices assets for customers and partners 

• Build external relationships with industry influencers, strategic partners, and analyst firms to promote ServiceNow's vision 

• Lead cross-functional teams to achieve business objectives 

Qualifications

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

• 8+ years of Product Management or related experience 

• Functional and technical knowledge and experience in customer service or CRM PaaS/SaaS is a must 

• Extreme sense of ownership – own the problem, the process, and the outcome. Some things may need “driving by influence”, others may need executing yourself, and others may 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, partners, colleagues, and cross-functional teams  

• Outstanding written and oral communication skills 

For positions in this location, we offer a base pay of $187,600 - $328,300, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (fle