Senior Manager, Partner Product Enablement & Advocacy

Job description

This is a high-impact opportunity to sit at the intersection of product management, partner enablement, and customer advocacy within one of ServiceNow's most strategically important and high-growth business units. As Senior Manager, Partner Product Enablement & Advocacy, you will be the outbound voice of AI Product Management to the EmployeeWorks from ServiceNow partner ecosystem, equipping partners to position, demo, implement, and sell our products with confidence, while bringing partner feedback back to shape what we build.

Partners are customers of ours too. They invest in our platform, build practices around it, and put their reputations on the outcomes they deliver.

You will treat them that way

advocating for their needs inside the business, closing the loop on what they tell us, and making sure the partner experience is as strong as the end-customer experience. You will also support the GVP of AI Product Management in partner executive engagements and help draft the executive communications that go out under the GVP's name. This role reports to the Chief of Staff to the GVP of AI Product Management, within the APEX organization, and follows a hybrid work model.

The role is Bay Area based, preferably out of the EmployeeWorks from ServiceNow office in Mountain View, CA.

What you get to do in this role

• Own outbound product management for partners
• Translate product strategy, roadmap, and release priorities into clear, partner-ready messaging, so partners understand what is shipping, why it matters, and how to position it
• Serve as the day-to-day product point of contact for a defined set of strategic partners (e.g., priority GSIs, resellers, and technology partners), ensuring they have timely, accurate, and consistent product information
• Develop and maintain the partner-facing product narrative, including packaging and positioning, competitive differentiation, and ideal use cases, in partnership with Product Marketing and Sales
• Prepare product leadership for partner engagements with briefings, talk tracks, and follow-through on commitments made
• Help define and test partner readiness for new capabilities and releases: packaging, documentation, deployment guides, support escalation paths, and operational playbooks
• Lead partner early access programs to gather feedback and validate new product capabilities before general availability
• Lead partner adoption efforts for new releases and major capabilities, including announcements, release notes, and demo assets
• Build and run partner enablement
• Design and deliver enablement programs that take partners from awareness to certified, including training curriculum, demo kits, solution guides, battlecards, and reference architectures
• Deliver live product demos and workshops to partner sales, pre-sales, and delivery teams, and equip partners to run compelling demos on their own Equip partner sales, pre-sales, and delivery teams with talk tracks, discovery questions, ROI narratives, competitive objection handling, implementation checklists, and troubleshooting guides
• Create scalable enablement assets and cadences (launch briefings, office hours, release readouts) so product updates reach partners quickly and consistently
• Manage partner community engagement and create content that drives interest and success
• Partner with Partner Sales, Customer Success, Solutions Consulting, and Professional Services to align enablement with partner go-to-market motions Advocate for partners as customers
• Act as the internal voice of the partner, representing partner needs, friction points, and priorities in product planning, packaging, and GTM discussions
• Run structured partner feedback loops (advisory sessions, partner councils, post-engagement reviews) and synthesize themes into insights that inform roadmap and GTM priorities
• Translate partner and field deployment learnings into prioritized requirements with crisp acceptance criteria for inbound product managers
• Manage escalations when strategic partners hit product, enablement, or program issues: mobilize the right teams, drive resolution, elevate to leadership when needed, and keep partners informed throughout Close the loop with partners on what we heard and what we did about it, building trust and long-term partner health
• Monitor partner satisfaction and experience, identifying risks and opportunities across the partner lifecycle
• Support executive engagement and GVP-level communications
• Support the GVP of AI Product Management and product leadership in partner executive engagements, bringing product and roadmap context and, where appropriate, joining or leading working-level conversations on the GVP's behalf
• Prepare the GVP for partner executive engagements with briefings, stakeholder context, talk tracks, and clear asks, and drive follow-through on commitments afterward Draft executive-level communications for the GVP, including presentations, decks, documents, emails, and partner-facing updates, that are brief, scannable, and benefit-led, with final review by the GVP and Chief of Staff before release
• Engage cross-functionally on key company priorities
• Coordinate across Product, Engineering, GTM, Partnerships, and Customer Success to ensure partner commitments are met and momentum is maintained
• Partner with other outbound PMs to keep partner, customer, and field messaging aligned and avoid duplicated or conflicting enablement
• Partner with inbound PMs and designers to bring partner feedback into product requirements and experience design, and to keep partners informed on what is changing and why
• Work with Professional Services and the partner assurance team to support partner delivery quality and readiness, and to resolve implementation issues quickly
• Contribute to a high-performing team, sharing best practices, bringing a continuous improvement mindset, and raising the quality and consistency of partner engagement across the organization

Qualifications

Successful candidates typically bring

• Proven ability to thrive in a highly dynamic environment where written guides and playbooks are sparse and changes occur nearly daily: you create structure where none exists, ramp quickly, ask sharp questions, stay current without being told, and keep partners and leadership aligned as things shift 6 to 9 years of experience spanning product management, partner enablement, solutions consulting, or similar functions; background in technical pre-sales, partner or channel programs, or product strategy strongly preferred Hands-on experience with enterprise software demos or technical enablement; a technical background (CS / engineering) is a plus Product fluency in AI and enterprise SaaS: able to demo confidently, speak credibly to roadmap, and connect technical capabilities to partner and customer outcomes; hands-on experience with enterprise AI platforms (e.g., ServiceNow, EmployeeWorks, or similar) a plus Working knowledge of enterprise deployment realities that partners navigate in customer implementations, such as SSO/OAuth/SAML, permissions and access controls, data governance, security reviews, and compliance Experience working with or within partner ecosystems (GSIs, resellers, ISVs, or alliances) and an understanding of how partners build practices, sell, and deliver Outstanding verbal and written communication skills: equally comfortable running a hands-on partner workshop as presenting to senior partner and internal executives, with the ability to simplify complexity without losing technical truth Executive presence and proven ability to support senior leaders in external engagements and draft on their behalf: polished decks, documents, and emails in an executive's voice, with strong editorial judgment, attention to detail, and discretion with confidential information
• Proven operator in cross-functional environments: strong prioritization instincts, able to build consensus and drive results without direct authority Analytical approach to adoption: you define metrics, instrument success, and make data-informed recommendations Customer-advocate mindset: able to represent an external audience's needs internally, give candid feedback, and follow through
• Strong judgment about when to act independently and when to escalate, with the ability to navigate ambiguity Experience leveraging AI tools to improve how work gets done, from research and synthesis to content creation and workflow automation; proficiency with PowerPoint, Excel, PowerBI, Dynamics, and leading productivity tools Based in the San Francisco Bay Area, preferably out of the EmployeeWorks from ServiceNow office in Mountain View, CA, with the ability to work in a hybrid model