Principal Outbound Product Manager - CRM for Public Sector Products

ServiceNow•Santa Clara, CA

4d•Remote

About The Position

Company : Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in between, our roles aim to provide each person with meaningful impact and plenty of space to grow. The Team: The CRM and Industry Workflows business unit products enable organizations to create seamless customer experiences and drive fierce customer loyalty. Our products, Customer Service Management, Field Service Management, Sales and Order Management, CPQ and Industry verticalized solutions such as Public Sector Digital Services, deliver omnichannel customer engagement and operations while uniting the front, middle, and back office public sector mission teams to provide services, fulfill requests, resolve issues faster, and drive great experiences through our products. The Role: Outbound Product Managers are key to helping us scale as we continue to be one of the fastest-growing business units at ServiceNow. Outbound Product Managers combine a deep understanding of product capabilities, and market dynamics, with a passion for informing roadmap and helping our GTM, partner, and customer ecosystem understand the value delivered. At ServiceNow, Outbound Product Managers collaborate closely with multiple cross-functional teams (including marketing, sales, solution consulting, pricing strategy and operations, customer outcomes, product success, and training and certification) What you get to do in this role: Create high-quality enablement content that describes the value of the product innovation with a focus on AI workflows for public sector missions Develop a deep understanding of a document, customer use cases, and success outcomes to influence the product roadmaps Develop best practices and assets to drive product and AI adoption at scale, by customers and partners Drive public sector AI (generative, agentic) value & adoption strategy, including data strategy for missions, evaluations setup, and deployment best practices. Become a trusted resource to promote the public sector industry AI products vision with industry influencers, strategic partners, and research firms. Work closely with Inbound Product Management, Product Marketing, Product Success, and Global Partnerships and Alliances to define product strategy, release themes, go-to-market, and customer adoption plans. Support pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products Define and execute new product launch strategy with relevant product, marketing, and GTM stakeholders and principals

Requirements

A public sector solutions background is required
8+ years of Product Management or related experience in a customer-facing role
Deep experience with CRM or BPM applications or related workflows, specifically data models applied across multiple industry verticals or related is required
Experience in configuring and shipping enterprise software/AI products is required
Agile mindset with the ability to manage risk, multiple priorities, and navigate uncertainty
Excellent people and management skills to interact with customers, executive staff, colleagues, and cross-functional teams, and third parties

Nice To Haves

Experience in developing evaluation metrics for AI products, deployment, and continuous improvement is ideal
Experience in Development/Functional Consulting functions is a plus
Experience in using various AI tools to accelerate your product management productivity

Responsibilities

Create high-quality enablement content that describes the value of the product innovation with a focus on AI workflows for public sector missions
Develop a deep understanding of a document, customer use cases, and success outcomes to influence the product roadmaps
Develop best practices and assets to drive product and AI adoption at scale, by customers and partners
Drive public sector AI (generative, agentic) value & adoption strategy, including data strategy for missions, evaluations setup, and deployment best practices.
Become a trusted resource to promote the public sector industry AI products vision with industry influencers, strategic partners, and research firms.
Work closely with Inbound Product Management, Product Marketing, Product Success, and Global Partnerships and Alliances to define product strategy, release themes, go-to-market, and customer adoption plans.
Support pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products
Define and execute new product launch strategy with relevant product, marketing, and GTM stakeholders and principals