Senior Product Success Manager

This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products.

As a member of the ITSM Product Excellence team you will work directly with customers to enhance their overall experience with our products and make them successful happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams.

What you get to do in this role:

• Support Customer Implementations: Lead/Contribute to the successful delivery of ITSM projects for global customers ensuring blockers are addressed promptly and satisfaction remains high.
• Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes.
• Assist with Escalations: Work with cross functional teams to resolve customer issues that cannot be addressed through standard support channels.
• Escalation Management: Serve as an escalation point for critical customer issues not resolved by Support Expert Services (ES) or Impact teams.
• Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability.
• New Product Introduction: Be the first in the industry to learn and drive customer implementations for our newest products capturing deployment best practices and critical product learnings.
• Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement.
• Enablement Support: Contribute to training materials guides and reusable assets to support implementation teams and partners.
• Cross-Functional Teamwork: Work closely with customer excellence support and delivery teams to ensure alignment on project goals and outcomes
• Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights coordinating targeted interventions D&L mitigation strategies and tailored enablement plans. Drive alignment across Customer Excellence Group Sales and Product teams to ensure value realization and renewal success.

Qualifications :

To be successful in this role we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Overall 10 years of work experience with a minimum of 5 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
• Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customers IT operations.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced dynamic environment
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong problem-solving skills and ability to work independently or as part of a team
• Experience working with cross-functional teams including process owners engineers sales and marketing professionals
• Strong industry connections and network with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• 20-30% of travel required 

For positions in this location we offer a base pay of $163600 - $286300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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. 

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Remote Work :

No

Employment Type :

Full-time