Senior Product Specialist, Engage Central

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

📋 Description

• Assist in the sales, onboarding, and adoption processes of Engage Central with ServiceNow partners.

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

• Conduct discovery sessions to align partner practices and objectives with Engage Central's capabilities.

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

• Address inquiries related to product features, technical aspects, security, and access.

• Create and manage sales resources, including demo scripts, pitch decks, FAQs, and objection-handling strategies.

• Monitor the partner pipeline and adoption metrics, reporting updates and forecasts to the Engage Central Product Director.

• Oversee the partner onboarding process from initiation and access provisioning to the first engagement on Engage Central.

• Develop partner success plans that include adoption milestones and expected business outcomes.

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

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

• Document partner success stories and use cases.

• Facilitate the seamless transition from sales to onboarding to stable operations.

• Serve as the primary contact for partner inquiries and concerns.

• Assess, troubleshoot, resolve, and escalate Level 1 issues within established service levels.

• Track issues until resolution and keep partners updated.

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

• Contribute to the definition and enhancement of the support model, intake processes, and service levels.

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

• Engage in pilot programs, release assessments, and user acceptance testing.

• Communicate adoption trends, support themes, and partner sentiment to leadership.

• Identify opportunities for product usability enhancements based on feedback from partners and customers.

⛳️ Requirements

• Demonstrated experience in leveraging or critically analyzing AI integration into workflows, decision-making, or problem-solving.

• Experience in supporting a product launch or early-stage market introduction.

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

• Background in professional services delivery or consulting environments.

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

• ServiceNow SPM certifications are a plus.

• Willingness to travel less than 20% when necessary.

• ServiceNow Certified System Administrator certification is required.

• Ability to work autonomously in a dynamic and evolving role, creating processes from scratch.

• Strong written and verbal communication skills, capable of translating technical concepts for business audiences.

• Experience in collaboration with partners, professional services, product management, and sales teams.

• Excellent troubleshooting and problem-solving abilities, including issue triaging and collaboration with engineering teams.

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

• Skills in conducting discovery sessions and delivering impactful product demonstrations to both technical and business audiences.

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

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

🏝️ Benefits

• Flexible or remote work options available.

• Reasonable accommodations provided during the application process.

• Equal opportunity employment practices.

• Consideration for qualified applicants with arrest or conviction records in compliance with legal standards.