DIRECTOR INBOUND PRODUCT MANAGEMENT

Job Description 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 customer's 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 customer-facing 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 self-service, customer community and knowledge management processes and technologies Fanatical about customer success and tenacious at driving long-term customer value 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.
Must be able to travel up to 25% annually JV20 For positions in the Bay Area, we offer a base pay of $, 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  for assistance.
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Government for certain individuals.
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Government.
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