At a Glance
- Tasks: Help partners succeed with Engage Central through consulting, onboarding, and support.
- Company: Join ServiceNow, a leader in AI-driven business solutions.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement potential.
- Why this job: Be at the forefront of AI innovation and make a real impact.
- Qualifications: Experience in AI integration, customer success, and strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
This role exists to help ServiceNow partners adopt and succeed with Engage Central by combining solution consulting, onboarding and adoption, and first-line support in a single point of contact. In this role, you will be a key member of the Customer Excellence Group (CEG), reporting to the Engage Central Product Director and supporting the sales, onboarding, and adoption of Engage Central with ServiceNow partners. Engage Central is ServiceNow’s unified engagement platform that gives Expert Services and partner consultants a common, AI-native way to deliver accelerated implementations from discovery through go-live.
This is a new, hybrid role that blends three disciplines: solution consulting, customer success, and first-line (L1) support. You will position and demonstrate Engage Central to partners, guide them through onboarding to productive use, and serve as their first point of contact when issues arise. You will work closely with Partner Managers, Partner Sales, Solution Consulting, CEG delivery, and the Engage Central product team. You will help build the motion, scale it to business-as-usual, and feed partner insight directly into the product roadmap.
What you get to do in this role:
- Partner Sales & Solution Consulting
- Serve as the product and technical expert for Engage Central in partner sales cycles, working with Partner Managers, Partner Sales, and Solution Consultants to craft the value proposition for each partner.
- Lead discovery sessions to understand partner delivery practices, challenges, and goals, and map them to Engage Central capabilities.
- Deliver tailored product demonstrations and proof-of-value sessions that show how Engage Central accelerates partner delivery.
- Answer product feature, technical, security, and access questions from partners and ServiceNow colleagues.
- Build and maintain reusable sales assets — demo scripts, pitch decks, FAQs, and objection handling — and share best practices across the team.
- Track partner pipeline and adoption status, and report progress and forecast to the Engage Central Product Director.
- Partner Onboarding & Adoption
- Own onboarding for a portfolio of partners, from kickoff and access provisioning through the first engagement delivered on Engage Central.
- Build a success plan with each partner that sets clear adoption milestones and business outcomes.
- Deliver enablement and training for partner leaders and consultants, and maintain onboarding guides, playbooks, and knowledge articles.
- Monitor usage and adoption, identify at-risk partners early, and run targeted plays to drive deeper, sustained usage.
- Capture partner success stories and use cases that demonstrate measurable value.
- Coordinate with CEG delivery, Partner Managers, and the product team to ensure a seamless transition from sales to onboarding to steady state.
- L1 Support & Issue Resolution
- Act as the first point of contact for partner questions and issues with Engage Central, including access, navigation, configuration, and how-to requests.
- Triage, troubleshoot, and resolve L1 issues within agreed service levels; escalate complex issues to product and engineering with clear reproduction steps and business impact.
- Track issues through resolution and keep partners informed along the way.
- Assist in turning recurring issues into knowledge articles, FAQs, and self-service content that reduce future support volume.
- Help define and improve the Engage Central support model, intake process, and service levels as the program scales.
- Product Feedback & Continuous Improvement
- Serve as the voice of the partner, synthesizing insight from sales, onboarding, and support into clear, prioritized input for the product roadmap.
- Participate in pilots, release reviews, and user acceptance testing to validate new capabilities before broad partner rollout.
- Report regularly to leadership on adoption trends, support themes, and partner sentiment.
- Identify opportunities to improve product usability based on feedback from partner and customers.
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Experience supporting a new product launch or early-stage go-to-market motion.
- Familiarity with support operations, including knowledge management and service levels (ITIL a plus).
- Experience in professional services delivery or consulting environments.
- Knowledge of the ServiceNow partner ecosystem and partner delivery models.
Nice to have:
- ServiceNow SPM certifications.
- Travel, as necessary less than 20%.
- ServiceNow Certified System Administrator certification.
- Comfort working independently in a new, fast-changing role and building processes from the ground up.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for business audiences.
- Experience working collaboratively with partners, professional services, product management, and sales teams.
- Strong troubleshooting and problem-solving skills, with comfort triaging issues and partnering with engineering to resolve them.
- A track record of driving onboarding, adoption, and value realization across a portfolio of customers or partners.
- Proven ability to run discovery and deliver compelling product demonstrations to technical and business audiences.
- Proficiency with the ServiceNow platform or technical expertise with cloud software solutions.
- 7+ years of related experience in solution consulting, pre-sales, customer success, or technical account management, ideally including customer or partner support.
Senior Product Specialist, Engage Central in Surrey employer: ServiceNow
ServiceNow is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Senior Forward-Deployed AI Engineer role. Located in a vibrant tech hub, employees benefit from continuous growth opportunities, access to cutting-edge AI technologies, and a commitment to work-life balance, making it an ideal environment for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Product Specialist, Engage Central in Surrey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ServiceNow. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ServiceNow before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Product Specialist, Engage Central in Surrey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ServiceNow:Your cover letter is your chance to shine! Tell us why you want to work at ServiceNow specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ServiceNow!
How to prepare for a job interview at ServiceNow
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
