Be an early applicantLess than 25 applicants

Company

ServiceNow · 10 hours ago

Director, Inbound Product Management - Impact

Santa Clara, CA

Full-time

Remote

Director/Executive

$207K/yr - $363K/yr

15+ years exp

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Business Process Automation (BPA)Cloud Management

Growth Opportunities

H1B Sponsor Likely

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Responsibilities

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

Build strategy to drive customer satisfaction scores for Impact

Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.

Work with a team of talented product managers and help them drive their respective areas.

Develop strong relationships with all key decision makers and influencers across your accounts, and Impact BU colleagues

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Product ManagementServiceNow PlatformEnterprise SaaSObservability toolsCustomer Service ManagementCustomer Self-ServiceKnowledge ManagementData-Driven Decision Making

Required

15+ years of experience in core product management

5+ years of ServiceNow Platform knowledge and experience with administrative tools is required

Strong technical acumen in the enterprise SaaS space

Deep understanding of Health and Observability tools

Experience in managing global product management teams

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, host webinars and influence exec leadership

Leads from the front with sleeves rolled up

Must enjoy working in a highly collaborative environment

Demonstrates creativity and outside the box problem solving

Sets a high bar for themselves, their team and for the business unit

Must be able to travel up to 25%

Benefits

Health plans

Flexible spending accounts

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Company

ServiceNow

Glassdoor

4.4

ServiceNow is an AI platform that delivers IT operations, field service management, and app engine solutions.

Founded in 2004

Santa Clara, California, USA

10,001+ employees

http://www.servicenow.com

H1B Sponsorship

ServiceNow has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (650)

2022 (816)

2021 (565)

2020 (420)