Staff Outbound Product Manager - ITSM

We seek an exceptional Staff Outbound Product Manager, IT Service Management (ITSM) based out of India to own customer program activities associated with ServiceNow s ITSM Product Suite.

In this role, you will head ITSM s Product Advisory Council (PAC), an annual customer program centered on the Voice of the Customer. You will collect feedback to foster innovation in ITSM and shape its products, also boosting customer adoption and usage and customer involvement in other critical ITSM and ServiceNow initiatives. You will recruit, manage, and interact with a large group of existing ITSM customers to gain and bring back actionable feedback to influence product strategy and our roadmap. You will work across teams, both internal and external, as a leader of best practices for strategy and flawless execution of this important customer-facing initiative. You will drive and can expect high collaboration with multiple cross-functional teams (e.g., inbound product management, outbound product management, ITSM product leadership, UX Research, Design, Event Management, Release Management and other ServiceNow PAC leaders).

Our customers are the employees of the world s largest companies, and our mission is to provide them a positive, lasting experience not only with ITSM but also with ServiceNow. Your contributions to ITSM via the PAC will significantly impact our success. Youll join a team passionate about innovation and excellence, with the freedom to blaze new trails and take ownership of your work. We are looking for people who have the magic combination of product, program, and customer management skills.

What you get to do in this role:

• Manage annual PAC membership, including: recruitment, vetting, and selection of the right participants in line with ITSM product strategy and priorities.
• Plan, drive, and execute top-notch, customer-facing quarterly PAC events (live and digital) via management of key cross-functional stakeholder inputs.
• Create a collaborative environment, intentionally design sessions, and leverage new and existing tools to facilitate open customer communication and feedback sharing and influence customer adoption and usage.
• Drive PAC strategy in alignment with ITSM leadership and relentlessly innovate to realize ITSM s ROI in PAC.
• Lead ITSM in best practices for collecting and dispositioning Voice of Customer via a closed feedback loop process with Product Management and the customer.
• Participate in a PAC Community of Practice to share information and best practices across all ServiceNow PACs.
• Be a trusted advisor for customers and ServiceNow stakeholders
• Proactively identify and address potential roadblocks, challenges, and questions before they impact the team.
• Develop a deep understanding of customer pain points, partner with Inbound Product Managers to define market opportunities, and influence roadmap priorities
• Engage with customers to explain product differences and justify pricing when necessary
• Deliver and present with authority and empathy at events and during other external and internal activities.
• Build content to drive PAC activities including project plans and customer and ServiceNow-facing communications and manage web-based forum for customer/ServiceNow information sharing and interaction.