Principal Product Excellence Manager, Core Business Transformation Products

Team 

Join the Product Excellence team at ServiceNow and help shape the future of Core Business Transformation! Together we will help customers drive operational excellence and business outcomes across Global Business Services Hire-to-Retire Source-to-Pay Facilities & Corporate Real Estate and Legal Operations. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers our team and yourself. 

Role 

The Principal Product Excellence Manager role is extraordinarily collaborative working not only with Product and Development colleagues but also cross-functionally with Sales Marketing Customer Excellence Group and partner  this role you will help customers through their Source-to-Pay (S2P) journey ensuring their successful deployments of Core Business Transformation products to secure customer references. 

If you are passionate about customer success guiding customers and partners as they deploy AI solutions to address business pain points and developing the success stories that the company will use to make this product successful in market this role is for you! 

What you get to do in this role: 

1. Oversee Vanguard and other customer programs 

• Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries 

• Manage active Vanguard deployments acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering 

• Bring pain points use cases and opportunities back to the inbound product team to influence product strategy on behalf of customers 

1. Develop and manage reference activity 

• Engage Marketing value teams and other key stakeholders to develop case studies video testimonials and other reference materials from Vanguard engagements 

• Work with pre-sales to match reference customers with potential customers to help close open opportunities 

1. Support customer and partner onboarding 

• Monitor deployment activity to identify who is implementing timelines for implementation and un-deployed backlog 

• Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps and bring issues with partners to resolution 

1. Measure and monitor customers success 

• Develop and monitor key adoption success metrics 

• Measure customer health and adoption scores 

• Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health 

Qualifications :

To be successful in the role a candidate should have these qualifications:

• 10 years in customer-facing roles across product management customer success product success systems consulting implementation product support or additional related roles
• Demonstrated ability to source-to-pay procurement supplier lifecycle management supplier relationship management invoice and payment processing and contract management needs and to translate those into application requirements that lead the implementation of valuable and effective solutions aligning to tangible business value
• 6 years of experience partnering with executive business stakeholders in customer organizations preferred
• Experience positioning or implementing AI-powered solutions including GenAI or agentic AI capabilities
• Fanatical about customer success and tenacious about advising coaching and mentoring customers on our technology as well as the disciplines of procurement supplier management contract governance and category management
• Strong sense of ownership with bias toward hands-on execution
• 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 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 religion sex sexual orientation national origin age disability gender identity  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 :

Yes

Employment Type :

Full-time