Staff Outbound Product Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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.

Responsibilities

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

Requirements

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