ServiceNow

Director, Outbound Product Management

ServiceNow • $130K — $180K *
Austin, TX 78745In-Person
Telecommunications & Hardware
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 13+ years in customer-facing roles like Solution Architect or Product Manager.
  • Strong Telecom industry knowledge and familiarity with TM Forum, MEF standards.
  • Experience integrating AI into decision-making and workflows.
  • Knowledge of customer service management processes and technologies.
  • Highly data-driven, focused on engagement and business outcomes.
  • Exceptional verbal and written communication skills.

Responsibilities

  • Coordinate customer programs and events with a focus on onboarding and tracking.
  • Develop a deep understanding of customer use cases and desired outcomes.
  • Build strategic relationships with clients to enhance product value.
  • Establish connections with decision-makers and influencers within accounts.
  • Own customer satisfaction and retention efforts within assigned accounts.
  • Work with teams to set and achieve critical performance goals for customers.
  • Identify and mitigate risks that could impact customer growth and satisfaction.

Benefits

  • Flexible work personas with options for remote or in-office work.
  • Opportunity for travel (up to 25% annually) to engage with customers.
  • Collaborative work environment that fosters relationships across departments.
Full Job Description
Job Description

What 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 programs
  • Develop a deep understanding on customer use cases and success outcomes
  • Establish 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 colleagues
  • Build a strong base of referenceable customers and contacts within your assigned portfolio
  • Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
  • Primary 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 products
  • Act as the liaison between Product Management and our Customers with a focus on feature collaboration
  • Collaborate 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 BU


Qualifications

To 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 Manager
  • Strong 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 technologies
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Must be able to travel up to 25% annually


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 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 third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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