Full-Time AI Solution Manager
ServiceNow is hiring a remote Full-Time AI Solution Manager. The career level for this job opening is Manager and is accepting Santa Clara, CALIFORNIA based applicants remotely. Read complete job description before applying.
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Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customer-facing and internal projects. You’ll work alongside a team of seasoned professionals working on leading edge, innovative projects to help drive the business. This global team is highly collaborative and shares best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary that likes to dream big, come join our team!
Who we are? We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes, and QE, and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer-driven innovation within ATG.
What's our purpose? Accelerate value realization of AI-powered workflows by customers at scale.
What we do? Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical playbooks to guide new implementations, boost adoption, and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI Search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and most recently, Generative AI with customers.
What you get to do in this role: As an AI Solution Manager, you will lead AI solution implementation programs, ensuring customers maximize value from ServiceNow AI. A key aspect of this role is capturing customer feedback, analyzing patterns, and working closely with Product Management and Engineering to drive continuous product improvements.
Key Responsibilities:
- Customer Engagement & Program Leadership: Lead AI solution delivery and governance by managing risk, change, and alignment with customer objectives while ensuring seamless execution. Manage customer relationships and strategic engagement, providing executive stakeholders with regular updates, capturing sentiment, and proactively addressing adoption challenges.
- Customer Feedback, Analysis & Product Evolution: Gather and analyze customer feedback from deployments, executive discussions, and user interactions to identify recurring pain points and enhancement requests. Assess product adoption and usage trends, designing and tracking key metrics to evaluate engagement, usability, and performance across customers. Act as the voice of the customer, collaborating with Product Management and Engineering to drive timely issue resolution, usability improvements, and feature innovation. Ensure follow-through on feedback, tracking progress to guarantee customer concerns are addressed and reflected in future releases.
- Knowledge Sharing & AI Enablement: Capture and share best practices, success stories, and lessons learned to accelerate AI adoption. Provide internal enablement sessions, technical workshops, and training for both customers and partners. Develop playbooks, case studies, and reusable assets to scale AI solution best practices.
- Thought Leadership & AI Expertise: Act as a trusted advisor, guiding customers on AI strategy, industry trends, and product capabilities while driving executive buy-in and stakeholder alignment for long-term success. Mentor internal teams, fostering a culture of customer-centric innovation and ensuring AI solutions deliver maximum impact.