Senior Staff Outbound Product Manager

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows to work smarter, faster, and better. The Senior Staff Outbound Product Manager will manage complex customer adoption engagements for the Now Platform, including Generative AI solutions, while leading cross-functional teams, customer programs, project governance, and go-to-market enablement.

Responsibilities:

• Provide program 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 business executives and customers to provide an exceptional customer experience
• Drive 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 and business objectives
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
• Mentor team members to achieve the engagement's deliverables and promote the customer's desired results
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
• Ensure complete knowledge transfer, record updates and all transition activities are taking place at the end of each engagement

Requirements:

• Minimum of 12  years of high-tech/SaaS industry experience
• 8+ years in a customer-facing role, program management or similar role
• 8+ years of experience with technology products
• Certified ScrumMaster, PMP, and/or SeviceNow Implementation Methodology certification or equivalent
• Exceptional communication skills to include technical and business concepts
• Very strong written communication skills
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative environment
• 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 roll-out
• Ability to think strategically, learn fast, and communicate with impact
• Ability to travel, possibly 50% of the time
• English – fluent