Principal Product Success Architect

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.

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

As a member of the HRSD Product Excellence (PEx) team, you will play a critical role in driving adoption and innovation across our HRSD products, with a focus on accelerating AI-powered capabilities. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. Additionally, you will lead customer programs and monitor customer health to support value realization, renewals, and advocacy. You will have a broad impact by scaling our specialized knowledge to support and upskill the Customer Experience Group (CEG), Expert Services, and Partner organizations.

What you get to do in this role:

• Lead Strategic HRSD adoption Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.
• Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for CBS and HRSD suites and support adoption of adjacent ServiceNow products in Core Business Workflow.
• Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
• Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation for our HRSD product.
• HRSD Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the HRSD ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration.
• At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for HRSD accounts requiring remediation or strategic attention.
• Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk HRSD 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.
• New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new CBW and HRSD product releases, collaborating with product teams to validate use cases and drive successful outcomes.
• AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value.

To be successful in this role you have:

• 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 AI's potential impact on the function or industry. 
• Overall 7+ years of work experience with ServiceNow platform a minimum of 5 years in a technical or techno-functional customer-facing role, delivering ServiceNow HRSD product line implementations for large organizations.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired, such as CTA.
• Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understanding process nuances and KPIs that are critical for customer's HR operations.
• Experience in shaping strategic programs that span multiple business units, leveraging deep platform and HRSD product expertise and customer insights to influence roadmap and adoption strategies.
• Proven ability to lead complex, large-scale HRSD initiatives across global enterprise environments, driving alignment among diverse stakeholders and delivering measurable outcomes.
• Possesses deep-rooted expertise and an active presence in the HR industry, leveraging domain knowledge and industry relationships to shape product strategy and drive the success of HR-focused 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 and as part of a team.
• Experience working with cross-functional teams, including product, process owners, engineers, sales, and marketing professionals.
• Customer-focused mindset and commitment to delivering high-quality results.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions.

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 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 [email protected] 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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