Staff Outbound Product Manager - ITSM

ouncil (PAC), an annual customer program centered on the Voice of the Customer. You will collect feedback to foster innovation in ITSM and shape its products, also boosting customer adoption and usage and customer involvement in other critical ITSM and ServiceNow initiatives. You will recruit, manage, and interact with a large group of existing ITSM customers to gain and bring back actionable feedback to influence product strategy and our roadmap. You will work across teams, both internal and external, as a leader of best practices for strategy and flawless execution of this important customer-facing initiative. You will drive and can expect high collaboration with multiple cross-functional teams (e.g., inbound product management, outbound product management, ITSM product leadership, UX Research, Design, Event Management, Release Management and other ServiceNow PAC leaders).

Our customers are the employees of the world's largest companies, and our mission is to provide them a positive, lasting experience not only with ITSM but also with ServiceNow. Your contributions to ITSM via the PAC will significantly impact our success. You'll join a team passionate about innovation and excellence, with the freedom to blaze new trails and take ownership of your work. We are looking for people who have the magic combination of product, program, and customer management skills.

What you get to do in this role:

• Manage annual PAC membership, including: recruitment, vetting, and selection of the right participants in line with ITSM product strategy and priorities.

• Plan, drive, and execute top-notch, customer-facing quarterly PAC events (live and digital) via management of key cross-functional stakeholder inputs.

• Create a collaborative environment, intentionally design sessions, and leverage new and existing tools to facilitate open customer communication and feedback sharing and influence customer adoption and usage.

• Drive PAC strategy in alignment with ITSM leadership and relentlessly innovate to realize ITSM's ROI in PAC.

• Lead ITSM in best practices for collecting and dispositioning Voice of Customer via a closed feedback loop process with Product Management and the customer.

• Participate in a PAC Community of Practice to share information and best practices across all ServiceNow PACs.

• Be a trusted advisor for customers and ServiceNow stakeholders

• Proactively identify and address potential roadblocks, challenges, and questions before they impact the team.

• Develop a deep understanding of customer pain points, partner with Inbound Product Managers to define market opportunities, and influence roadmap priorities

• Engage with customers to explain product differences and justify pricing when necessary

• Deliver and present with authority and empathy at events and during other external and internal activities.

• Build content to drive PAC activities including project plans and customer and ServiceNow-facing communications and manage web-based forum for customer/ServiceNow information sharing and interaction.

Qualifications

• Has 10+ years in product management, product success, presales consulting, or management consulting at an enterprise software company or SaaS company (preferred)

• Strong communication skills - written and verbal - with the ability to simplify complex technical concepts for various audiences. Comfortable in business and technical discussions. Leads with curiosity and empathy, finding a balance between putting our customers first and realizing the goals of ITSM

• Self-starter attitude with the ability to identify and solve problems proactively

• Relentless curiosity, drive, and openness to explore new ideas and opportunities to improve

• Excellent organizational skills with the ability to manage multiple projects simultaneously

• Consistent track record of working cross-functionally to deliver business impact

• Proven ability to influence stakeholders across different organizational levels without direct authority

• Experience in creating customer-facing collateral and conducting events

• Familiarity with ServiceNow products, specifically ITSM, and eco-system (Plus)

Additional Information

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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