Principal Product Success Manager

Found in: Resume Library US A2 - 1 week ago

Addison Texas, United States ServiceNow Full time
Job Description

We are seeking a Product management and customer management expert who is passionate about creating empowering and supportive experiences for people at work. As part of Product Success, you will lead innovative experiences and supporting our customers on adoption. 

This is the perfect role for a product individual who is eager to work with our Customers, Sales, Services Product and Solution Consulting organizations and fascinated by the changing world of work, and the evolving needs of businesses who are navigating flexible work arrangements and distributed, global teams. 

Customer Experience is a critical function of this organization and building best practices, guidelines, content strategy, at Scale components and plans is critical to this role. This leader must provide a plan to foster customer centric solutions, self-serve tracking within the teams as well as build in programmatic approaches where needed. As the leader of this NowX Product Success team, you will have a massive impact on how businesses evolve to provide predictive, empowering, and productivity-boosting cross functional experiences for internal and external customers. The global team with this leader will be building components that help deliver technology and content to all teams that are customer facing to get our customers to adopt faster with time to value.

This role is part of our Customer Success Org that is the core to our customer experiences. Our Product Success teams come from a diverse set of practice area skills and backgrounds and continue to partner closely with internal and external teams to deliver adoption to our customers. At ServiceNow, the Product Success team has a seat at the table to collaborate closely with multiple teams like Product Management, Services, Sales, Solution consulting, Engineering and Leadership. We embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. This leader drives strategic decisions, field innovations, and product feedback to help the teams align product strategy to the business needs of our customer base. Building out a content strategy to align to customer outcomes, digital content development and diving customer value are going to be key to this role.

 

Role:

New Product Introductions and validating how to touch customers consistently.

Build critical technology components that integrate with our Products and tools to deliver customer experiences at scale.

Monitor business performance indicators to help guide strategic direction and operational priorities for Product and Customer Success leadership (e.g. identify early warning signs in account health and levers to improve).   

Collaborate with peers across the ServiceNow ecosystem to define and activate customer experiences and meet KPI’s.

Create and influence cross functional organization with partnership for an enterprise level engagement model.

Research and collect product requirements from key buyer audiences and end-users to determine areas of opportunity for product enhancements.

Contribute to the complete product lifecycle, from researching market needs and competition, analyzing customer data, feedback to Products back into the Business so enable better quality products to be built

Understand the technical and business impacts of customers to manage tradeoff and decision making while delivering value to customers.

Expertise in Employee workflow products with keen eye on taking new innovations to market

Health, safety and employee practices, with background in HR, Employee relations and other aspects of internal employee policies is a must

Awareness as you build a set of of Servicenow products in market and the competitors in the industry is a requirement as you get an opportunity to build these new products.

 

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