Principal Product Success Manager

ServiceNow•Denver, CO

1d•Remote

About The Position

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. This position reports to: Product Excellence Manager, Creator workflows and Process mining In this role, you will:

Requirements

Strong affinity for Identity, Security and Privacy demonstrated by projects, certifications and/or continuing education
Deep understanding of ServiceNow security concepts, tools and products demonstrated via practical application in operational environments
2+ years of experience in Vault and related products / implementations
5+ years of experience in architecting and delivering complex solutions on the Now Platform
3+ years of experience in two or more of the following ServiceNow core capabilities; Automated Test Framework, Upgrades, Health Scan, Usage Analytics, CI/CD and source control and clone management
2+ years of experience in two or more of the following Now Platform emerging interfaces; Predictive Intelligence, Virtual Agent and Mobile App Builder
1+ year of experience in ServiceNow Platform 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.
Must be able to travel up to 25-50% annually

Responsibilities

Be the focal point of contact/coordination for customer programs and events with Product Excellence
Develop a deep understanding on customer use cases and success outcomes
Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
Build a strong base of referenceable customers and contacts within your assigned portfolio
Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.