Senior Product Specialist, Engage Central

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🔥 11 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🪄 Product Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Support sales, onboarding, and adoption of Engage Central with ServiceNow partners • Serve as the product and technical expert in partner sales cycles • Lead discovery sessions and map partner practices and goals to Engage Central capabilities • Deliver tailored product demonstrations and proof-of-value sessions • Answer product feature, technical, security, and access questions • Build and maintain sales assets, including demo scripts, pitch decks, FAQs, and objection handling • Track partner pipeline and adoption status and report progress and forecasts to the Engage Central Product Director • Own partner onboarding from kickoff and access provisioning through the first engagement delivered on Engage Central • Build partner success plans with adoption milestones and business outcomes • Deliver enablement and training and maintain onboarding guides, playbooks, and knowledge articles • Monitor usage and adoption, identify at-risk partners, and run targeted adoption plays • Capture partner success stories and use cases • Coordinate the transition from sales to onboarding to steady state • Act as the first point of contact for partner questions and issues • Triage, troubleshoot, resolve, and escalate L1 issues within agreed service levels • Track issues through resolution and keep partners informed • Convert recurring issues into knowledge articles, FAQs, and self-service content • Help define and improve the support model, intake process, and service levels • Synthesize partner insight into prioritized product roadmap input • Participate in pilots, release reviews, and user acceptance testing • Report adoption trends, support themes, and partner sentiment to leadership • Identify product usability improvements based on partner and customer feedback

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • Experience supporting a new product launch or early-stage go-to-market motion • Familiarity with support operations, including knowledge management and service levels; ITIL is a plus • Experience in professional services delivery or consulting environments • Knowledge of the ServiceNow partner ecosystem and partner delivery models • ServiceNow SPM certifications are nice to have • Less than 20% travel as necessary • ServiceNow Certified System Administrator certification • Comfort working independently in a new, fast-changing role and building processes from the ground up • Excellent written and verbal communication skills, with ability to translate technical concepts for business audiences • Experience collaborating with partners, professional services, product management, and sales teams • Strong troubleshooting and problem-solving skills, including triaging issues and partnering with engineering • Track record of driving onboarding, adoption, and value realization across a portfolio of customers or partners • Ability to run discovery and deliver compelling product demonstrations to technical and business audiences • Proficiency with the ServiceNow platform or technical expertise with cloud software solutions • 7+ years of related experience in solution consulting, pre-sales, customer success, or technical account management, ideally including customer or partner support

🏖️ Benefits

• Flexible or remote work persona • Reasonable accommodations during the application process • Equal opportunity employment • Consideration of qualified applicants with arrest or conviction records in accordance with legal requirements

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