Principal Product Success Manager

Company Description

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.

Job Description

• Work 1:1 with Portfolio Management's (PM) most strategic customers to drive adoption of new product capabilities and functionality.
• Resolve customer's challenges to support product adoption and achieve faster time to value.
• Design and architect technical approaches and solutions for Portfolio Management (PM) customers.
• Develop a deep understanding of PM strategic customers, and their use of Portfolio Management's products, building strong working relationships with key stakeholders.
• Influence and provide recommendations to customers and partners on the intended use of PM products to ensure adoption and eventual expansion across teams.
• Proactive resolve customer escalations and advise customers on how they can use PM products to successfully achieve desired outcomes and realize value.
• Interpret product usage data and dashboards to identify customers with adoption and renewal risk.
• Develop and leverage relationships across the ServiceNow organization that include Product Mgmt., Account teams, Sales, Customer Outcomes, Partners, Renewals, Impact Squads, Support and others to resolve customers challenges and mitigate renewal risk.
• Be the voice of the customers by providing feedback to PM product managers on product functionality to help advance the PM product roadmaps.
• Support Customer Outcomes and Partners delivering new product functionality to customers.
• Contribute to the ongoing expertise of the Product Excellence team.

Qualifications

• 6+ years of related experience / 4+ years' experience working with customers and cross functional teams.
• 2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or another relevant role.
• Knowledge of different PPM methodologies (Waterfall, Hybrid, Agile, SAFe).
• Ability to manipulate and analyze data, create dashboards and other visual aids.
• Ability to influence and handle tough consumer situations.
• Ability to develop remediation plans for escalated customers to preserve RACV.
• Ability to develop customer roadmaps for adoption of PM products.
• Detail oriented and able to manage and track operational processes.
• A hands-on individual who can rollup his/her sleeves, work with others and advise customers.
• Knowledge of PM products and the ServiceNow Platform.
• Knowledge of other industry products such as Jira & ADO.
• Fanatical about customer success and assisting customers.
• You are a great teammate.

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 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 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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