Who you are

• 8+ years of Product Management or related experience
• Functional and technical knowledge and experience in customer service or CRM PaaS/SaaS is a must
• Extreme sense of ownership – own the problem, the process, and the outcome. Some things may need “driving by influence”, others may need executing yourself, and others may need delegation
• Strong bias towards action, and a sense of urgency to “win” in the market
• Excellent people and presentation skills to engage with all levels of customers, partners, colleagues, and cross-functional teams
• Outstanding written and oral communication skills

What the job involves

• The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer
• Our products include industry-specific offerings for Technology, Telecommunications, Financial Services, Healthcare, Manufacturing, Retail, and Public Sector, built as extensions of our core – Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ) and Sales & Order Management (SOM)
• These products drive exceptional customer experiences by uniting front, middle, and back office on a single platform, enabling organizations to sell, fulfill and service customers faster and at a lower cost
• As a Principal Outbound Product Manager in the CSM Outbound Product Management team, you will be key to scaling our go-to-market efforts in one of ServiceNow's fastest-growing business units
• Your focus will be on the agent experience – a unified digital workspace where customer service agents have all the tools, information, and automation they need in one place to help customers faster and more effectively
• You will leverage deep expertise in customer service management and CRM software to bridge the gap between products and market, focusing on customer adoption and success through sales enablement, partner education, and strategic customer feedback that informs product development
• Drive go-to-market strategy for Customer Service Management products (with a specific focus on the agent experience), collaborating with Inbound Product Management, Sales, Marketing, Support, and Pricing Strategy
• Develop enablement content that communicates product value and innovation
• Lead pricing and packaging initiatives in collaboration with BU stakeholders and corporate pricing to optimize adoption of new products
• Execute product launch strategies with cross-functional stakeholders and leadership
• Influence product roadmap through deep understanding of customer use cases and success outcomes
• Create adoption resources including best practices assets for customers and partners
• Build external relationships with industry influencers, strategic partners, and analyst firms to promote ServiceNow's vision
• Lead cross-functional teams to achieve business objectives

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time