Director, Inbound Product Management - Impact

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.

Company:

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. 

 The Team: 

The Impact Business Unit is dedicated to enhancing customer experiences and driving value through innovative solutions. Our team focuses on improving adoption, providing a unified consumer-grade experience, enhancing instance health, and ensuring scalability. We leverage advanced technologies and collaborate across various departments to deliver impactful results that accelerate time to value realization for our customers.

What you get to do in this role:

• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
• Develop a deep understanding on customer use cases and success outcomes
• Build strategy to drive customer satisfaction scores for Impact
• Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Work with a team of talented product managers and help them drive their respective areas.
• Develop strong relationships with all key decision makers and influencers across your accounts, and Impact BU colleagues
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption by the customers of the continuously innovating within our products
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU

To be successful in this role you have:

• 15+ years of experience in core product management
• 5+ years of ServiceNow Platform knowledge and experience with administrative tools is required
• Strong technical acumen in the enterprise SaaS space
• Deep understanding of Health and Observability tools 
• Experience in managing global product management teams
• Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions, host webinars and influence exec leadership 
• Leads from the front with sleeves rolled up
• Must enjoy working in a highly collaborative environment
• Demonstrates creativity and outside the box problem solving
• Sets a high bar for themselves, their team and for the business unit
• Must be able to travel up to 25%.

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $207,300 - $362,700, 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.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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