Principal Product Success Manager

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team

Come join the Product Excellence team and work with a talented group of people on some of the most strategic platform capabilities at ServiceNow and in the industry. The AI Core Platform is the foundation for, and at the heart of, all ServiceNow products. Our platform capabilities ensure that ServiceNow is reliable, secure, scalable and upgradable while delivering a great user experience and measurable business outcomes.

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions for Process Mining and core platform capabilities 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.

Role

Your mission will be to ensure the success of our top customers by helping them adopt Process Mining and the core capabilities of the AI Core Platform. 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: Senior Manager for App Engine, Vault and Process Mining.

 In this role, you will:

• Be the focal point of contact/coordination for customer programs and events with Product Excellence
• Develop a deep understanding of customer use cases, process improvement goals, operational bottlenecks, and success outcomes across Process Mining and the AI Core Platform
• 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 of new capabilities across Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control and clone management
• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
• Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, account team, Product Management and Product Excellence.

Qualifications

• 5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform
• 3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers
• 3+ years of experience in two or more ServiceNow core platform capabilities such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control and clone management
• 2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace or Portal
• 1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting
• Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives
• Experience with ServiceNow encryption capabilities is a plus
• 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 25-35% annually once applicable to do so

For positions in this location, we offer a base pay of $171,900 - $300,800, 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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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