Principal Product Success Manager

ServiceNow • Philadelphia, PA

4h • Remote

About The Position

Come join the Data & Analytics Product Excellence team and work with a talented group of people on some of the hottest products at ServiceNow and in the industry. Connecting, Contextualizing, and Controlling data so that it is AI ready is key to success in todays enterprise.
This is a unique opportunity to serve as a leader 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.
Product Excellence Managers work directly with customers to enhance their overall experience with the product and make them successful and reference customers. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.
Your mission will be to ensure the success of our top customers. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels.

Requirements

• 10+ years of experience in enterprise systems integrations
• 10+ years of experience in architecting and delivering complex solutions on the Now Platform, at least two Certified Implementation Specialist certifications required
• 5+ years of experience in implementing multiple ServiceNow integration methods (REST, Zero Copy, Integration Hub, Stream Connect, Robotic process automation, etc)
• 5+ years of experience in ServiceNow platform performance tuning with a focus on database configurations and analysis.
• 3+ year of experience in ServiceNow Performance Analytics configuration, administration, and customer delivery
• 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.
• Strong history of public speaking in person and virtually that drives deep engagement for both technical and non-technical audiences and experience levels.
• Strong ServiceNow technical understanding, able to meaningfully contribute to ecosystem best practices.
• Ability to quickly understand new products and business areas and set the new standards of how to incorporate them into the broader ServiceNow software ecosystem.
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Must be able to travel up to 25-35% annually

Responsibilities

• Lead early adoption and pilot efforts (Vanguards) for new product releases, collaborating with product teams to validate use cases and drive successful outcomes.
• Lead Strategic Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization.
• At-Risk Account Recovery: Develop and deliver internal and client-facing materials that support higher retention rates for accounts requiring remediation or strategic attention.
• Ecosystem Enablement & Mentorship: Mentor internal teams and partners by developing reusable enablement materials, configuration guides, best practice documentation, and implementation methodologies.
• AI-Driven Innovation: Help shape how data ready AI drives business outcomes and value for customer value.
• Drive data and customer feedback driven product innovation with business unit colleagues and stakeholders.
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.
• Be a thought leader in your product area of responsibility, quickly learning new product and domain areas and turning those insights into actions through customer engagements and enablement materials.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed