Principal Product Success Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
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!
What you get to do in this role:

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

Qualifications
To be successful in the role, a candidate should have these qualifications:

• 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
• Other skills which will help you succeed in this role: 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.

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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