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Senior Product Success Manager, ITSM

3 months ago

Orlando, Florida, United States ServiceNow, Inc. Full time

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Learn more on Life at Now blog ) and hear from our employees ) about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

At ServiceNow, we're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Our Product Success Managers work directly with customers to enhance their overall user experience with ServiceNow. The Product Success Manager is responsible for building relationships with key roles inside ServiceNow to ensure overall customer well-being by monitoring customer health, producing customer programs, and acting as an escalation point for customer issues.

We are looking for people who have the magic combination of domain expertise, enterprise deployment project management experience, and customer management at a high level.

What you get to do in this role:

  • Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
  • Demonstrate competency in the ServiceNow IT Service Management and/or DevOps product suite
  • Develop a deep understanding of customer use cases and success outcomes
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop strong relationships with all key decision-makers and influencers across your accounts, and BU colleagues
  • 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 accounts.
  • 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 continuously innovating within our products
  • Act as the liaison between Product Management and our Customers with a focus on feature collaboration
  • Collaborate with the customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, and IT Service Management BU
  • Deep Knowledge of IT Service Management processes and technologies.
  • 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager in the IT Service Management and/or DevOps space (industry or in technology companies serving the space).
  • Knowledge of IT Service Management and DevOps processes and technologies.
  • Ideally, ServiceNow ITSM certified.
  • Preferred Active Security Clearance
  • Fanatical about customer success and tenacious at driving long-term customer value.
  • Highly data-driven with a commitment to drive customer engagement towards business outcomes and value realization.
  • Proven ability to collaborate and build strong relationships with customers, especially at the Executive level.
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Detail-oriented and analytical.
  • Curiosity thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Must be able to travel up to 25% annually once applicable to do so.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here ) to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here ) to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site ) .

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