Principal Outbound Product Manager - CSM
Principal Outbound Product Manager - CSM
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Salary Not Disclosed
1 Vacancy
Job Description
The Team
The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology Telecommunications Financial Services Healthcare Manufacturing Retail and Public Sector built as extensions of our core Customer Service Management (CSM) Field Service Management (FSM) Configure Price Quote (CPQ) and Sales & Order Management (SOM). These products drive exceptional customer experiences by uniting front middle and back office on a single platform enabling organizations to sell fulfill and service customers faster and at a lower cost.
The Role
As a Principal Outbound Product Manager in the CSM Outbound Product Management team you will be key to scaling our go-to-market efforts in one of ServiceNows fastest-growing business units. Your focus will be on the agent experience a unified digital workspace where customer service agents have all the tools information and automation they need in one place to help customers faster and more effectively.
You will leverage deep expertise in customer service management and CRM software to bridge the gap between products and market focusing on customer adoption and success through sales enablement partner education and strategic customer feedback that informs product development.
What youll do:
Drive go-to-market strategy for Customer Service Management products (with a specific focus on the agent experience) collaborating with Inbound Product Management Sales Marketing Support and Pricing Strategy
Develop enablement content that communicates product value and innovation
Lead pricing and packaging initiatives in collaboration with BU stakeholders and corporate pricing to optimize adoption of new products
Execute product launch strategies with cross-functional stakeholders and leadership
Influence product roadmap through deep understanding of customer use cases and success outcomes
Create adoption resources including best practices assets for customers and partners
Build external relationships with industry influencers strategic partners and analyst firms to promote ServiceNows vision
Lead cross-functional teams to achieve business objectives
Qualifications :
To be successful in this role we need someone who has:
8 years of Product Management or related experience
Functional and technical knowledge and experience in customer service or CRM PaaS/SaaS is a must
Extreme sense of ownership own the problem the process and the outcome. Some things may need driving by influence others may need executing yourself and others may need delegation
Strong bias towards action and a sense of urgency to win in the market
Excellent people and presentation skills to engage with all levels of customers partners colleagues and cross-functional teams
Outstanding written and oral communication skills
For positions in this location we offer a base pay of $187600 - $328300 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 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.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
