Director, Outbound Product Management

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Director, Outbound Product ManagementFull-timeEmployee Type: RegularRegion: AMS - North America and CanadaWork Persona: Flexible or RemoteCompany DescriptionIt 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.Job DescriptionWhat you get to do in this role:Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programsDevelop a deep understanding on customer use cases and success outcomesEstablish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleaguesBuild a strong base of referenceable customers and contacts within your assigned portfolioCollaborate effectively with the Sales organization and help provide reference to new opportunities where necessaryPrimary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.Ensure ongoing adoption by the customers of the continuously innovating within our productsAct as the liaison between Product Management and our Customers with a focus on feature collaborationCollaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BUQualificationsTo be successful in this role you have:Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.13+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product ManagerStrong Telecom domain and industry knowledge and familiarity with industry standards such as TM Forum, MEF etc.   Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologiesFanatical about customer success and tenacious at driving long-term customer valueHighly data-driven with commitment to drive customer engagement towards business outcome and value realizationExcellent verbal and written communication skills, including the ability to chair sessions and host webinars.Must be able to travel up to 25% annuallyAdditional InformationWork PersonasWe 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a...