Principal Product Success Manager
Principal Product Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Company
Work matters. Its where we spend a third of our lives. The workplace of the future is going to be an inspiring and empowering place and were committed to making that a reality for people everywhere. Thats why we put people at the heart of everything we do.
Our people are passionate about learning building and innovating. Whether youre an engineer a sales professional a finance expert or anything in between we provide meaningful opportunities for each individual to have a significant impact while growing and developing professionally.
Team
Join ServiceNows fastgrowing Product Success team and help shape the future of the Finance and Supply Chain business! This team works collaboratively to transform employee and supplier experiences creating seamless integrated and efficient workflows across the Office of the CFO.
What matters most to our team:
- Building relationships based on trust.
- Owning and executing personal and team objectives with passion and determination.
- Adopting a growth mindset with a relentless desire to improve our customers our team and ourselves.
Role
The Product Success Manager role is highly collaborative working not only with colleagues in Product and Development but also across Sales Marketing Customer Outcomes and Alliances and Channels. In this role you will guide customers through their procurement digital transformation journeys ensuring successful deployments of Finance and Supply Chain solutions while securing customer references.
If youre passionate about customer success championing new technologies and helping shape the success stories that will drive the products success in the market this is the role for you!
Key Responsibilities
Oversee Customer Programs
- Manage customer program pipelines to ensure the product builds a healthy pool of referenceable customers across various segments and industries.
- Manage active deployments working closely with the implementation team to ensure customers success and coordinating issue resolution with product engineering.
- Bring customer pain points use cases and opportunities back to the product team to influence product strategy.
Develop and Manage Reference Activities
- Collaborate with Marketing valueselling teams and other stakeholders to develop case studies video testimonials and other reference materials from Lighthouse and Vanguard engagements.
- Work with presales teams to match reference customers with potential customers helping close open opportunities.
Support Customer and Partner Onboarding
- Monitor deployment activity to track implementations timelines and any undeployed backlog.
- Collaborate crossfunctionally with the Global Partners and Channels team to identify partner gaps and resolve partnerrelated issues.
Measure and Monitor Customer Success
- Develop and track key adoption success metrics.
- Measure customer health and adoption scores.
- Proactively identify customers with poor health scores and collaborate with account teams and partners to create plans that improve overall customer health.
Qualifications :
Qualifications
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
- 8 years in a customer facing role as a Solution Architect Technical/Process Consultant Customer Success manager or additional related role.
- 5 years of experience managing executive business stakeholders in a customer organization preferred.
- 2 years of experience with the ServiceNow platform in a technical capacity: developer solution architect technical consultant or additional relevant role
- Knowledge of ServiceNow platform topics such as Playbooks Process Automation Designer and Integration Hub preferred
- Knowledge of ServiceNows integration tools and capabilities preferred
- 2 years of experience working with procurement and/or supply chain processes or technology preferred
- Fanatical about customer success and tenacious about advising coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain
- Other skills which will help you succeed in this role: data driven experience with value consulting/realization verbal and written communication talent content (webinar) development
- Candidate must be willing to travel occasionally (up to 15%) to customer sites and/or ServiceNow events.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
