Who you are

- The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction

- Minimum of 12 years of high-tech/SaaS industry experience

- 8+ years in a customer-facing role, program management or similar role

- 8+ years of experience with technology products

- Certified ScrumMaster, PMP, and/or SeviceNow Implementation Methodology certification or equivalent

- Exceptional communication skills to include technical and business concepts

- Very strong written communication skills

- Excellent negotiation and persuasion skills

- Must enjoy working in a highly collaborative setting

- Prior experience with implementing or supporting ServiceNow products

- Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out

- Ability to think strategically, learn fast, and communicate with impact

- Ability to travel, possibly 50% of the time

- English – fluent

What the job involves

- This role is part of our AI Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every “out-of-the-box” ServiceNow solution

- You will be part of the Strategic Enablement Team in the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally

- You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market





- As a Senior Staff Outbound Product Manager, you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform, helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base

- Provide program management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle

- Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes

- Manage cross-functional projects and teams, senior-level business executives and customers to provide an exceptional customer experience

- Drive collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers

- Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders

- Facilitate project planning meetings, reviews, and retrospectives

- Provide project governance to manage requirements in line with agreed to scope and business objectives

- Develop and present the project value proposition to customers as part of the initiative and on-going collaboration

- Mentor team members to achieve the engagement's deliverables and promote the customer's desired results

- Identify gaps between actuals and plan of record, proposing solutions and driving resolutions

- Ensure complete knowledge transfer, record updates and all transition activities are taking place at the end of each engagement

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Senior Staff Outbound Product Manager (Canada)
🏢 ServiceNow
📍 Canada