Senior Staff Outbound Product Manager - Platform

ServiceNow - Atlanta, GA

Full-time - Senior

Atlanta, GA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Staff Outbound Product Manager - Platform at ServiceNow is responsible for driving customer adoption of the Now Assist suite of products. This role involves working closely with various stakeholders, including sales teams and customers, to understand their needs and ensure successful deployment strategies. The position is critical in maximizing customer renewals and providing insights based on customer intelligence to enhance the value derived from the Now Platform.

Responsibilities

• Establish relationships with account teams to gather customers' desired business outcomes with Now Assist and their adoption plans.
• Act as a central point of contact for support-related activities for high-profile, strategic customers.
• Drive regularly scheduled customer meetings to ensure timely updates on ongoing Now Assist projects.
• Work cross-functionally to provide solutions for impediments affecting customer milestones.
• Prepare summary status reports for management, including C-level stakeholders.
• Develop an understanding of customer deployment of the platform to inform adoption strategies.
• Recommend appropriate deployment support paths based on customer situations.
• Gather and share customer input to address adoption blockers and inform product strategy.
• Develop or inform deployment support strategy and prioritization.

Requirements

• Extensive knowledge of the Now Platform and ServiceNow business solutions (e.g., IT Service Management, Customer Service Management).
• 10+ years in a customer-facing role, sales/pre-sales, or similar role.
• Proficient analytical skills, mastery of Excel, and reporting on the ServiceNow platform.
• Excellent oral and written communication skills with the ability to create compelling narratives based on data.
• Enjoy working in a highly collaborative environment.
• Ability to think strategically, learn fast, and communicate with impact.
• Strong organizational, communication, teamwork, presentation, problem-solving, and time management skills.
• Self-starter with a collaborative 'win as a team' approach.
• Bachelor's degree or equivalent experience.
• Fluent in English.