Principal Outbound Product Manager - Customer Service AI

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.

The Team 

The Customer and Industry Workflows business delivers products that enable organizations to harness the power of the whole company to serve their customer. Our products - Industry specific products for Telecommunications, Financial Services, Healthcare, and Manufacturing verticals as extensions of our core horizontal products, Customer Service Management (CSM), Field Service Management (FSM), and Sales & Order Management – drive exceptional customer experiences by uniting front, middle, and back office teams to help organizations, sell, fulfill, and service faster on a single platform.

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 Principal/Sr. Principal Outbound Product Manager – Customer Service AI will leverage their deep understanding of both customer service management and CRM software to play a critical role in leading our enablement efforts for marketing, sales, solution consulting, training and certification, 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., engineering, inbound product managers, 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 technical and functional enablement content that describes the value of product innovation of our Customer Service Management product, with a particular focus on AI and Generative AI.
• 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, 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.

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

• A minimum of 8 years in a customer-facing role in Product Management, Product Marketing, Solution Consulting, Product Delivery, or similar role. 
• Functional and technical knowledge and experience in AI and Gen AI technologies is a must have.  
• Knowledge and experience in omni-channel engagement, self-service, and customer service is also desirable.
• 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.

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 $142,700 - $249,800, 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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