Senior Product Success Manager

Job Title:Product Excellence Manager (OT)

Location  France/ Europe/Remote

Description 

ServiceNow The Enterprise IT Cloud Company is the industry-leading cloud platform provider for building enterprise are redefining markets and changing the perception of enterprise cloud platform allows enterprise IT to bring together business strategy application designandoperations in a powerfully simple solution. 

To sustain our explosive growth we are looking for driverspeople who thrive on responsibility and live for the next big seek to employ the brightest and most forward-thinking talent on the planet; were looking for professionals who arent content with the status quo. People who are more interested in how things could your career and succeed in an environment where you can make an impact invite you to join in to stand out. 

What you get to do in this role: 

• Be part of theOperational Technology (OT)Product Excellence team that is responsible for ensuring our customers success with ServiceNows OT products
• Be the focal point of contact/coordination for customer programs and events with Product Excellence
• Develop a deep understanding on customer use cases and success outcomes
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers partners and internal ServiceNow stakeholders
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction and retention of the assigned customers
• Work with customers and account teams to establish critical goals or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your assigned customers growth satisfaction or renewal; conceive and execute risk mitigation strategies accordingly
• Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
• Collaborate with customers implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer partner and Customer Service Management BU.

• Mentor field resources in implementation methodology configuration and best practices for theOTapplication suite

• Communicate effectively with people having a broad range of technical knowledge (internal partners and customers implementation specialists/engineers)

• Drive the continuous improvements of our implementation methodology based on client experiences
• Act as the voice of our customers conveying needs and issues internally across departments

Qualifications :

What you need to be successful in this role 

5 years of experience in a B2B client facing role (Customer Success Professional Services Solution Architecture).

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. 

Industry domain expertise in ITOM ServiceNow modules. This would cover areas such as event management discovery CMDB and Service Graphs Connectors.

Familiarity with Purdue Model and ISA 95 EC 62443 segmentation concepts.

Deep understanding of ICS OT protocols (Modbus DNP3 IECOPC UA DA Profinet EtherNet IP Siemens S7 BACnet etc.)

Working knowledge of NERC CIP NIST CSF ISA IEC 62443 C2M2 or industry specific frameworks

Understanding of security zoning segmentation and zero-trust concepts in OT

Experience configuring network data feeds (mirror ports taps ERSPAN) and validating data visibility

Controls engineering or OT network security background a plus.

Success driving complex issues through analysis and resolution. 

Experience working collaboratively. 

ServiceNow certifications in aligned workflow. 

Vast and varied experience across leading Technology software platforms

Demonstrated ability to influence and consult senior leaders (identification of needs providing options with pros cons and risks) while also providing thought leadership to sponsors stakeholders in solving business process and  technical problems

Customer centric mentality willing to go the extra mile for the customer and will break down all barriers to ensure customer success

Interacts well with both technical and non-technical customers attains relevant technical and business requirements analyzes information and designs comprehensive solutions

Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude

Experience conducting solutions presentations and obtaining customer acceptance to solution design

Strong capabilities in forging trust engaging a remote or in-person audience

Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes workflows and diagrams

A passion to continually study new technologies and functionality as well as be involved in projects that push the capabilities of existing technologies

ServiceNow Certifications:

Certified System Administrator (required or must be achieved within the first 60 days)

At least 2 relevant Certified Implementation Specialist certifications (required or must be achieved within the first 90 days).

Desired ServiceNow Certifications:

Certified Technical Architect (required or must be achieved within the first 365 days)

Travel  less than 10 percent annually 

We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. 

ServiceNow is an equal opportunity employer committed to building a diverse and inclusive company where employees feel that they belong. This means that individuals seeking employment at ServiceNow are considered without regard to race color religion or belief sex sexual orientation gender identity pregnancy national original age disability or any other characteristic protected by law. If you are an individual with a disability which

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