Staff Outbound Product Manager - Platform AI & Generative AI team



Software Engineering, Product, Data Science
Santa Clara, CA, USA
Posted on Wednesday, May 15, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Who we are:

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations, and a career at ServiceNow means challenging yourself to always be better.

We are looking for a Staff Product Manager to help define and guide the continued evolution We're responsible for guiding products throughout the execution cycle, focusing specifically on evangelizing, packaging, promoting, and tailoring our solutions to our stakeholders and customers. As an Outbound Product Manager for the ServiceNow platform team, you will play a pivotal role as the technical/domain expert who owns the external best practices for the product, related solutions, and competitive differentiators. Partnering closely with product management and product marketing teams, you will be responsible for developing and executing enablement and adoption activities that drive business outcomes.

In this role, you will work cross-functionally to guide products from development through adoption by connecting the technical and business worlds. You can break down complex problems into clear solutions anchored in market differentiation and measurable customer outcomes. You have deep customer empathy, an insatiable desire to continuously learn through qualitative and quantitative measures, and a passion for driving scale.

We want someone who will thrive as an individual contributor and work collaboratively with fellow Product Managers, our engineering teams, business units, and technical experts in the field organizations.

The Opportunity:

ServiceNow’s generative AI services (Now Assist) is changing the enterprise landscape. ServiceNow's Generative AI outbound product management team is a platform organization responsible for the core capabilities driving ServiceNow’s Now Assist product portfolio. These platform touchpoints include the various large language models powering generative ai skills (use cases); the integration and management functionality to deploy, manage, and extend Now Assist; and the core AI engagement interfaces (eg AI Search, Virtual Agent, Now Assist Panel, etc) used to interact with the Generative AI experiences.

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions within one of the fastest growing product lines - at one of the largest and fastest growing enterprise SaaS companies in the world.

Outbound Product Managers work directly with business units, customers, partners, and the field to enhance their overall experience with the product and make them successful. They monitor market adoption, deliver scalable and repeatable programs, and act as the liaison between customer and development teams.

What you will do:

  • Drive vision and leadership to extend ServiceNow’s position in the market powering enterprises with AI.
  • Be the product evangelist to customers, partners, and internal stakeholders in areas of Generative AI best practices including pre and post sales motions.
  • Drive the Go-To-Market for Generative AI product releases. Develop, support and guide business units, and marketing organizations, on how to effectively position and communicate product vision, and ServiceNow’s unique value proposition in Generative AI.
  • Develop a deep understanding of customer use cases and success outcomes.
  • Establish a trusted / strategic advisor relationship with internal business units, and front-line sales expert teams.
  • Develop and continuously publish content that connects capability to value, with a particular focus on “How To” content tied to the most relevant customer use cases.
  • Uncover and mitigate any risk that threatens market adoption of product releases.
  • Act as the liaison between Product Management and our Customers with a focus on developing scalable/repeatable best practices.
  • Experiment and test hypothesis on new ways to drive continuous improvement in customer self-service.
  • Lead and support industry analyst engagements to help position ServiceNow as a leader in the industry.


  • 6+ years of experience in product roles such as Product Manager, Solution Architect, or technical sales consultant
  • Strong enterprise customer experience.
  • Established knowledge of the ServiceNow platform. Either with experience and/or certifications in using the platform or with experience in actively managing a ServiceNow instance.
  • Understanding of AI technologies and Generative AI systems.
  • Fanatical about customer success and tenacious at driving long-term customer value.
  • Hands-on, results oriented person. You can go deep technically and are proficient in using/configuring customer use cases.
  • 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.

For positions in the Bay Area, we offer a base pay of $158,500 - $277,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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