NPI Governance Lead, Customer Success Organization

Found in: Resume Library US A2 - 6 days ago


Addison Texas, United States ServiceNow Full time
Job Description

The Customer Success Organization (CSO) NPI Governance Lead will join our CSO NPI operations team.

This highly cross-functional role will collaborate with various teams across the organization to ensure that our CSO teams are ready for product launches. The work involves collaboration with teams such as the company wide NPI team, product teams and associated Go-to-market teams, Impact delivery, Product Success, Customer Outcomes, Training and Learning teams as well our Global Partnership & Channels organization to mention a few.

An ideal candidate enjoys working in a high paced environment and will have outstanding project/program management skills, great communication skills, a collaborative nature and a “let’s get it done” attitude. Additionally, the ideal candidate is passionate about customer success and outcomes.

What you get to do in this role:

Develop a deep understanding of our company wide NPI process and help with CSO readiness for the introduction of new products and updated products in the market

Manage monthly business reviews for NPI workstreams, tracking readiness, risks and mitigations related to CSO across all products

Prepare and provide status reports in support of quarterly executive readiness reviews/scorecard reviews

Drive executive alignment between CSO, GPC, Customer Outcomes and Training and Learning organizations

Drive and execute integrated NPI/product GTM planning between products BUs and CSO teams

Manage escalations from go-to-market teams

Provide regular status reports, drive awareness and communication related to the NPI process to CSO stakeholders

Maintain and govern the CSO NPI process documentation

Drive and promote continuous improvement for NPI workstreams

Build cross-functional global relationships


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