Director, Outbound Product Management at ServiceNow — Austin, TX

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

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

Work Personas

Equal Opportunity Employer

Accommodations

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