Senior Manager of Product Success, IT Service Management

1 week ago

Raleigh, North Carolina, United States ServiceNow Full time
Job Overview

Company Overview:
At ServiceNow, we harness technology to enhance global productivity, driven by our dedicated team. Our pace is swift because the world demands it, and we innovate uniquely for our clients and communities. By joining ServiceNow, you become part of a dynamic group of innovators with a relentless curiosity and a commitment to creativity. We believe that your best contributions arise when you thrive personally and professionally, and we strive to support that. Together, we aspire to achieve our individual and collective ambitions. The future is bright, and it begins with you.

With over 7,700 clients, we proudly serve around 85% of the Fortune 500 and are honored to be recognized among FORTUNE's 100 Best Companies to Work For and as one of the World's Most Admired Companies.

Explore more about our culture on the Life at Now blog and hear firsthand from our employees about their experiences at ServiceNow.

If you feel you may not meet every qualification but are genuinely excited about the role, we encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is acknowledged, valued, and respected. We welcome all applicants, including those from diverse and non-traditional backgrounds, who may not follow a conventional path to this position. We believe that skills and experiences are transferable, and a passion for dreaming big makes for exceptional candidates.

Role Responsibilities:

ServiceNow is revolutionizing workplace operations. With a service-oriented approach to the activities, tasks, and processes that define daily work life, we empower modern enterprises to operate more efficiently and scale like never before.

At ServiceNow, we embrace disruption. We work diligently while maintaining a light-hearted atmosphere. Our adaptability and continuous evolution are key to our success. We are passionate about our offerings and dedicated to our clients. Holding ourselves to high standards, a career at ServiceNow means constantly challenging yourself to improve.

The Product Success Manager collaborates directly with clients to enhance their overall experience with ServiceNow. This role is pivotal in fostering relationships with key stakeholders within ServiceNow to ensure comprehensive customer satisfaction by monitoring client health, implementing customer programs, and serving as a point of escalation for client concerns.

Key Responsibilities Include:

  • Act as the primary contact and coordinator for customer programs and events related to Product Success, including onboarding and tracking for customer initiatives.
  • Exhibit proficiency in the ServiceNow IT Service Management and/or DevOps product suite.
  • Gain a thorough understanding of customer use cases and desired outcomes.
  • Establish a trusted advisory relationship with each assigned client, driving ongoing value from our products and services.
  • Build strong connections with key decision-makers and influencers within your accounts and business unit colleagues.
  • Create a robust network of referenceable clients and contacts within your assigned portfolio.
  • Collaborate effectively with the Sales team to identify new opportunities as needed.
  • Take primary responsibility for ensuring customer satisfaction and retention within assigned accounts.
  • Work with clients and account teams to set critical goals and key performance indicators, assisting clients in achieving their objectives throughout their lifecycle.
  • Identify and address any risks that may impact customer growth, satisfaction, or renewal, and develop appropriate risk mitigation strategies.
  • Promote ongoing adoption of our continuously evolving products among customers.
  • Serve as the liaison between Product Management and our clients, focusing on feature collaboration.
  • Partner with the client's implementation partner to ensure overall satisfaction with the solution and foster a trusted relationship among the customer, partner, and IT Service Management business unit.
Qualifications:
  • Extensive knowledge of IT Service Management processes and technologies.
  • Over 10 years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success Manager, or Product Manager within the IT Service Management and/or DevOps sectors.
  • Familiarity with IT Service Management and DevOps processes and technologies.
  • ServiceNow ITSM certification is preferred.
  • Active Security Clearance is a plus.
  • A strong commitment to customer success and a proactive approach to driving long-term value for clients.
  • Data-driven mindset with a focus on enhancing customer engagement towards achieving business outcomes.
  • Proven ability to collaborate and cultivate strong relationships with clients, particularly at the executive level.
  • Exceptional verbal and written communication skills, including the ability to lead discussions and host webinars.
  • Detail-oriented and analytical with a capacity for multitasking and adjusting priorities as needed.
  • Willingness to travel up to 25% annually when applicable.
Additional Information:

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, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

At ServiceNow, we prioritize flexibility and trust in our distributed work environment. Learn more 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 need an alternative method for applying, please reach out for assistance.

For positions requiring access to technical data subject to export control regulations, ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any necessary export license or other approvals required by the U.S. Government.

Please be aware that fraudulent job postings and scams are increasingly common. Ensure you are applying through the official ServiceNow Careers site for genuine job opportunities.

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