Staff Outbound Product Manager

This role is part of our AI Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every “out-of-the-box” ServiceNow solution. You will be part of the Strategic Enablement Team in the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally. You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market.
As a Senior Engagement Manager, you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform, helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.
What you get to do in this role
Provide project management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle
Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes
Manage cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience
Drive and foster collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers
Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders
Facilitate project planning meetings, reviews, and retrospectives
Provide project governance to manage requirements in line with agreed to scope, time, schedule, and business objectives
Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues
Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are taking place at the end of each engagement
Minimum of 8+ years of high-tech/SaaS industry experience
5+ years in a customer-facing project management role as part of a professional services organization or similar role
5+ years of experience with technology products
Project Management certification in PMI or similar, desired
Agile Scrum experience and Scrum Master certification preferred
Excellent written and verbal communication skills to include technical and business concepts
Excellent negotiation and persuasion skills
Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently
Prior experience with implementing or supporting ServiceNow products
Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period
Ability to think strategically, learn fast, and communicate with impact
Ability to travel, possibly 50% of the time
Bachelor’s degree or equivalent experience
English – fluent

Employment type
Full-time

Work arrangement
Hybrid