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Senior Product Success Manager

1 month ago

Addison, Texas, United States ServiceNow Full time
About the Role

We are seeking a highly skilled Senior Product Success Manager to join our team at ServiceNow. As a key member of our organization, you will be responsible for driving adoption of new product capabilities and functionality, working closely with our customers to ensure their success.

Key Responsibilities
  • Work 1:1 with strategic customers to drive adoption of new product capabilities and functionality
  • Collaborate with ITX sales and Account teams to identify renewal risk and ensure remediation steps are identified
  • Execute adoption programs for non-deployed customers
  • Interpret metrics and data analysis to identify at-risk customers and take proactive measures to mitigate ACV risk
  • Support Customer Outcomes and Partners delivering new product functionality to customers
  • Influence and provide recommendations to customers and partners on intended use of SPM products
  • Proactive resolve customer escalations
Requirements
  • 10+ years of related experience
  • 5+ years' experience managing customers and building cross-functional relationships
  • 2-3 years people management experience
  • Knowledge of different PPM methodologies (Waterfall, Hybrid, Agile, SAFe), Application Portfolio Management, and other SPM products
  • Ability to handle tough customer situations and escalations
  • Ability to manipulate and analyze data, create dashboards and other visual aids
  • Detail-oriented and able to manage and track operational processes
What We Offer

We offer a dynamic and inclusive work environment, with opportunities for growth and development. If you are a motivated and results-driven individual who is passionate about customer success, we encourage you to apply.