Staff Technical Product Manager – CRM Sales

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Job Overview: 

As a Technical Product Manager, you will play a critical role in driving the success of our CRM products by bridging the gap between technology and business objectives. You will be responsible for defining and managing the product roadmap, gathering and prioritizing product requirements, and collaborating with cross-functional teams to ensure the successful development and launch of the products. Your focus will be on delivering innovative, high-quality solutions that meet the needs of our stakeholders and align with the company's strategic goals.

Our team aspires to create industry’s best intelligent digital Go-to-Market ecosystem, and we work on number of highly visible product initiatives! Join our team to help make business even more successful through our people centric user experience applications. You will be a key part of the decision making process working alongside with your business partners to help bring our lead to cash to the next level!

This TPM role is pivotal in shaping the success of our technical products. If you are a strategic thinker with a passion for technology and a knack for driving innovation, we encourage you to apply and join our dynamic team.

What you get to do in this role:   

• Transform CRM
  • Be part of the team that is transforming CRM from the legacy into something groundbreaking. Bring your industry standard knowledge to help guide the team to the better CRM capabilities guided by AI
• Ongoing Product Health Inspection
  • Delivering to the initiatives is half of the responsibility. As Product Owner, you will be constantly inspecting the product health through understanding end user usage, feedback and existing Product issues
  • Provide the read outs of the product health and recommendation as to what our product roadmap and priorities should be
• Product Strategy and Roadmap
  • Develop and communicate a clear product vision and strategy aligned with the company's overall objectives
  • Create and maintain a product roadmap that outlines the key features, enhancements, and milestones for the product's evolution
• Performance Metrics and Analysis
  • Establish key performance indicators (KPIs) to measure the product's success and iterate based on data-driven insights
• Requirement Gathering and Prioritization
  • Collaborate with stakeholders, to gather and prioritize product requirements
  • Define user stories, use cases, and acceptance criteria to guide the development process
• Technical Understanding
  • Possess a deep understanding of the technology stack, architecture, and technical constraints associated with the product
  • Collaborate closely with engineering teams to ensure the technical feasibility of product features
• Cross-Functional Collaboration
  • Work closely with cross-functional teams, including development, UX design, quality assurance, and operations, to ensure successful product delivery
  • Foster effective communication and collaboration among team members
• Product Development Oversight
  • Monitor and track product development progress, ensuring that it stays on schedule.
  • Make critical decisions and trade-offs to meet project objectives
• Customer Feedback and Iteration
  • Gather and analyze stakeholder feedback to identify opportunities for product improvement
  • Iterate on product features and enhancements to address stakeholders needs and pain points

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Typically requires a minimum of 8 years of related experience; a Masters degree with 6 years; or a PhD with 3 years of software product management experience
  • Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business) is preferred
• Strong technical background of Sales CRM systems as well as understanding of the standard bordering systems and the ability to communicate effectively with development teams
• Strong understanding of the standard sales cycles/selling motions and sales processes (direct sales, indirect sales, renewals, etc.)
• Strong background in designing the technical solution that addresses the business problem while ensuring people-first design
• Experience in monitoring your product health, what to look for and how to summarize the findings into an actionable presentation
• Experience in hands on implementation and management of the global Sales CRM product
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience gathering and capturing product requirements and transforming them into a product roadmap
• Experience in managing SaaS product and vendors
• Proficiency in product management tools and methodologies (e.g., Agile, Scrum)
• Strong analytical and problem-solving skills
• Exceptional communication and leadership abilities
• Ability to adapt to changing priorities and work in a fast-paced environment
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Ability to work with the international team members in India and Europe cross multiple time zones

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For positions in this location, we offer a base pay of $163,600 - $286,300, 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.

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 law. In 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 [email protected] 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. 

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