Dir Inbound Product Mgmt

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 customers 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

• 10 years of experience in customerfacing 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 selfservice customer community and knowledge management processes and technologies
• Fanatical about customer success and tenacious at driving longterm customer value
• Highly datadriven 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

Why ServiceNow

ServiceNows DNA is built in purpose and values. We offer a culture of belonging inclusivity collaboration and customer focus. 

Worklife balance and wellbeing are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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