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.

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services as well as external vendor partners such as Accenture and NVIDIA. As a GenAI Program Manager, you will manage complex customer adoption engagements to ensure the adoption of ServiceNow’s Now Assist GenAI capabilities. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.

• Provide project management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle
• Manage cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience
• Drive and foster collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers
• Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders
• Facilitate project planning meetings, reviews, and retrospectives
• Provide project governance to manage requirements in line with agreed to scope, time, schedule, and business objectives
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
• Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
• Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are taking place at the end of each engagements

To be successful in this role:

• Minimum of 5+ years of high-tech/SaaS industry experience
• 3+ years in a customer-facing project management role as part of a professional services organization or similar role
• 5+ years of experience with technology products
• Project Management certification in PMI or similar, desired
• Agile Scrum experience and Scrum Master certification preferred
• ITILv3 or v4 Foundation
• Excellent written and verbal communication skills to include technical and business concepts
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently
• Prior experience with implementing or supporting ServiceNow products
• Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period
• Ability to think strategically, learn fast, and communicate with impact
• Bachelor’s degree or equivalent experience
• English – fluent

For positions in this location, we offer a base pay of $140,000 - $245,200, 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.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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