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Senior Product Success Manager

ServiceNow

At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re on the 2021 list of FORTUNE World’s Most Admired CompaniesĀ®.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

This is a unique opportunity to serve as a product expert in the definition and execution of product adoption and growth success motions within one of the fastest growing product lines at one of the largest and fastest growing enterprise SaaS companies in the world.

As a member of the ITSM Product Success 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, monitor customer health, and act as a liaison between the customer and product teams.

What you get to do in this role:

  • Act as an advocate, trusted advisor, and honest broker to accelerate the customer’s adoption journey of ServiceNow ITSM products
  • Work on early-stage products and drive adoption with a personal touch for early customers. Jointly define expected outcomes with our customers and ensure that they have realized value from the solution
  • Act as a technical subject matter expert for critical ITSM products inclusive of chat, machine learning, change automation and integrations. Must also advise on best practices and continue to expand that knowledge across each major release.
  • Work with Customer Success to understand and apply customer maturity model to drive with product adoption in a phased and operational manner, while reducing risk of unrealized value.
  • Maintain active customer conversations as required through (account executive team lead and or customer success team) AE / periodic, consistent engagement for top accounts or selected early adopter accounts.
  • Guide customer conversations, lead best practice workshops (as needed) and troubleshoot issues during critical product adoption escalations.
  • Work closely with ITSM Product Management, Product Engineering, and at-risk Customers on a regular cadence.
  • Act as the voice of our customers, conveying needs and issues internally across departments.
  • Prioritize input from customers, sales, customer outcomes, and partners to the BU to ensure customer feedback is fully represented in our Go To Market process and products investment planning.
  • 20-30% of travel involved

Qualifications

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

  • 6+ years in a customer-facing role as a Solution Architect, Technical/Process Consultant, Customer Success Manager, or similar role.
  • 4+ years of technical experience with the ServiceNow platform as a Customer Success, Solution Architect, Technical Consultant, Product Owner, or similar role
  • Strong technical skills and can roll up their sleeves to fix technical challenges if needed
  • Expert problem-solving skills and enjoys untangling complex problems
  • Knowledge and experience in the IT and Cloud domain preferred
  • Passion for customer success and is tenacious about advising, coaching, and mentoring customers on our technology to drive long-term value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Experience driving cross functional alignment and leading customers engagements
  • Enjoys working in a fast-paced environment

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

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Senior Product Success Manager

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ServiceNow

At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

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