Principal Product Success Manager

ServiceNow•Santa Clara, CA

20d

About The Position

Company Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. Team Join the Product Excellence team at ServiceNow and help shape the future of the Finance & Supply Chain line of business! Together we will transform employee and supplier experiences and make work seamless, integrated and efficient. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself. Role The Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their procurement digital transformation journeys, ensuring their successful deployments of Finance & Supply Chain solutions to secure customer references. If you are passionate about customer success, championing new technologies, and developing the success stories that the company will use to make this product successful in market, this role is for you!

Requirements

8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role.
5+ years of experience managing executive business stakeholders in a customer organization, preferred.
2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role
Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub preferred
Knowledge of ServiceNow’s integration tools and capabilities preferred
2+ years of experience working with procurement and/or supply chain processes or technology preferred
Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain
data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development
Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events.

Responsibilities

Oversee Lighthouse and other customer programs
Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering
Bring pain points, use cases, and opportunities back to inbound product team to influence product strategy on behalf of customers
Develop and manage reference activity
Engage Marketing, value selling and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements
Work with pre-sales to match reference customers with potential customers to help close open opportunities
Support customer and partner onboarding
Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog
Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution
Measure and monitor customers success
Develop and monitor key adoption success metrics
Measure customer health and adoption scores
Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health