Principal Product Success Manager - SPM

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. 

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Job Description

• Work 1:1 with SPM’s most strategic customers to drive the adoption of new product capabilities and functionality. 
• Develop a deep understanding of SPM strategic customers, and their use of SPM products.
• Build long-term relationships with key customer stakeholders. 
• Work across ITX sales, Account teams to identify SPM renewal risks and ensure remediation steps are identified and actioned. 
• Interpret metrics and data analysis to identify at-risk customers and take proactive measures to mitigate adoption and revenue risks. 
• Execution of product adoption programs for non-deployed customers for your area of responsibility. 
• Influence and provide recommendations to customers and partners on the intended use of SPM products. 
• Proactive resolve customer escalations and advise customers on how they can use SPM products to successfully achieve desired outcomes. 
• Develop and leverage successful relationships across the ServiceNow organization that include Product Mgmt., Account teams, Sales, Impact, Customer Outcomes, Partners, Renewals, Customer Advocates, Support and others. 
• Be the voice of the customers by providing feedback to SPM product managers on product functionality to help advance the SPM product roadmaps. 
• Support Customer Outcomes and Partners delivering new product functionality to customers. 
• Contribute to the ongoing expertise of the Product Success team. 

Qualifications

• 10+ years of related experience with 5+ years’ experience managing customers and building cross functional relationships.
•  Knowledge of Application Portfolio Mgmt., Hybrid Project Mgmt., Agile/SAFe domain and other SPM products.
• Ability to handle tough consumer situations and escalations.
• Ability to manipulate and analyze data, create dashboards and other visual aids.
• Detail oriented and able to document work efforts
• A hands-on individual who can rollup his/her sleeves, work with others and create new
• Knowledge of SPM products and the ServiceNow Platform
• Fanatical about customer success and assisting customers.
• You are a great teammate.

 

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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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.

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