Full-Time Principal Product Success Manager

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.TeamJoin a fast-growing Product Success 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 across the Office of the CFO.

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.

RoleThe Product Success Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Outcomes, and Alliance & Channels 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!

What you get to do in this role:

• Oversee Lighthouse and other customer programs
• Manage the Lighthouse and Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
• Manage active Lighthouse and 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 Lighthouse and Vanguard engagements
• Work with pre-sales to match reference customers with potential customers to help close open opportunity
• 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

Experience 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role
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

Other skills data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development

Candidate must be willing to travel up to 30% of the year
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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