Senior Product Excellence Manager

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.

ServiceNow is seeking a driven  Senior Product Excellence Manager – CRM & Industry Workflow. The CRM Senior Product Excellence Manager will provide expertise to support customers to ensure customers adopt, renew and maximize their value from their ServiceNow investment.  The CRM Senior Product Excellence Manager will participate in the acquisition and retention of customers by leveraging the CRM Applications include Customer Service Management, Field Service Management and Industry applications such as Financial Services Operations, Telco Service Management or Clinical Device Management for Healthcare & Life Sciences. This is a hands-on role and will suit someone who is capable of going wide and deep on the solution with regards to people, process and technology.

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

At ServiceNow, we're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

Our Senior Product Excellence Manager work directly with customers to enhance their overall user experience with ServiceNow. The Senior Product Excellence Manager is responsible for building relationships with key roles inside ServiceNow to ensure overall customer well-being by monitoring customer health, producing customer programs, and acting as an escalation point for customer issues.

We are looking for people who have the magic combination of technical and domain expertise, enterprise deployment, project management experience, and customer management at a high level.

What you will get to do:

• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs in the Asia Pacific and Japan (APJ) region.
• A deep sense of empathy for the customer and genuine passion in helping them succeed
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience in analyzing and recommending strategies based on business priorities
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Word and PowerPoint.)
• Responsible for creating innovative solutions leveraging ServiceNow's CIWF Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for CIWF applications
• Review customer's architecture, design processes and system integrations to the platform
• Respond to customer questions relating to ServiceNow CIWF Solutions
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations
• Contribute to sales campaigns focused on CRM discussing best practice implementation strategy and planning
• Configure solution environments to address customer requirements and business issues
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs
• Share best practices and known solutions with other internal teams, community and customers to help promote faster time to value for customers
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors

Our ideal candidate: 

• 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. 
• Has relevant experience in the Asia Pacific and Japan (APJ) region
• Deep Knowledge of customer service / contact center management, customer self-service, customer community and knowledge management processes and technologies
• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally from in professional services or consulting capacity
• 10+ years in the Customer Service technology industry space (such as Oracle Service Cloud, Salesforce Service Cloud or ServiceNow CSM) or Field Service Management technology (such as Salesforce Click or ServiceNow FSM)
• Deep domain knowledge in Contact Center, Customer Service, and Field Service business processes
• Ideally ServiceNow CSM & FSM certified
• Ability to do ServiceNow deep architectural advisory work and configuration/coding
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
• Must be able to travel up to 25% annually within the APJ region, when applicable

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. Learn more here.

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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