Senior Product Specialist, Engage Central

This is a fully remote position, open to applicants in Texas.

📋 Description

• Assist ServiceNow partners in embracing and achieving success with Engage Central.

• Act as the product and technical authority during partner sales cycles.

• Facilitate discovery sessions and align partner needs with Engage Central features.

• Provide customized product demonstrations and proof-of-value sessions.

• Respond to inquiries regarding product features, technical specifications, security, and access.

• Develop and maintain reusable sales resources while sharing best practices.

• Monitor partner pipeline and adoption status; report updates and forecasts to the Engage Central Product Director.

• Oversee onboarding for a group of partners from initiation and access provisioning to the first engagement.

• Create partner success strategies with adoption milestones and anticipated business outcomes.

• Conduct enablement and training sessions while maintaining onboarding guides, playbooks, and knowledge articles.

• Track usage and adoption metrics, pinpoint at-risk partners, and implement targeted adoption initiatives.

• Document partner success narratives and use cases.

• Coordinate the transition from sales to onboarding to steady operational state.

• Serve as the primary contact for access, navigation, configuration, and procedural inquiries.

• Triage, troubleshoot, resolve, and escalate Level 1 issues within established service standards.

• Monitor issues until resolution and keep partners updated on progress.

• Transform recurring issues into knowledge articles, FAQs, and self-service resources.

• Assist in defining and enhancing the support model, intake process, and service standards.

• Compile partner insights into prioritized inputs for the product roadmap.

• Engage in pilots, release assessments, and user acceptance testing.

• Communicate adoption trends, support issues, and partner sentiments to leadership.

• Identify opportunities for product usability enhancements based on partner and customer feedback.

⛳️ Requirements

• Experience in leveraging or critically analyzing the integration of AI into work processes, decision-making, or problem resolution.

• Background in supporting a product launch or early-stage market entry.

• Understanding of support operations, including knowledge management and service standards; ITIL certification is advantageous.

• Experience in professional services delivery or consulting environments.

• Familiarity with the ServiceNow partner ecosystem and partner delivery methodologies.

• ServiceNow SPM certifications are a plus.

• ServiceNow Certified System Administrator certification is required.

• Ability to work autonomously in a dynamic role and establish processes from scratch.

• Exceptional written and verbal communication skills, with the capability to convey technical concepts to business audiences.

• Proven experience collaborating with partners, professional services, product management, and sales teams.

• Strong troubleshooting and problem-solving abilities; comfortable triaging issues and collaborating with engineering teams.

• Proven track record of driving onboarding, adoption, and value realization for a portfolio of customers or partners.

• Capability to conduct discovery sessions and deliver engaging product demonstrations to both technical and business audiences.

• Proficiency in the ServiceNow platform or technical expertise in cloud software solutions.

• A minimum of 7 years of relevant experience in solution consulting, pre-sales, customer success, or technical account management, ideally including customer or partner support.

• Eligibility to work in the United States, specifically Texas, as indicated by the job location.

🏝️ Benefits

• Flexible or remote work options available.

• Travel required is less than 20%, as necessary.

• An accessible and inclusive application process.

• Support for reasonable accommodations.