Senior Product Success Manager, NowX Process Optimization - ServiceNow

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This is the perfect role for a product leader 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.
• Create best practice and adoption content to help round the core product offering (i.e.: pre-created Process Mining projects for specific domains within the ServiceNow ecosystem such as ITSM, Customer and Employee workflows).
• Assess our customer installed base IT landscape maturity for the region.

• Participate in pre-Sales and post-Sales phases, engaging with customer Architecture and security teams.
• Coach and guide Process Mining consulting teams and ecosystem partners on technical implementation related issues (architecture, integration, performance, and scalability).
• Creation of technical designs and presentations for internal and client stakeholders.

Qualifications:

• Partner closely with Business Unit GM’s, Customer Success leaders, Training and Partners to create and lead end-to-end data product strategy, execution, and user adoption for Customers and Go-To-Market.
• Build best practice plans for our customers at scale
• 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. 
• 7+ years of experience in Implementations, customer facing product enablement, product Management, customer engagements and implementations.
• Deep curiosity about customer needs, along with building customer relationships and delivering high value solutions.
• Strong prioritization skills and the discipline to focus on high impact activities.
• Passion for engaging with an ecosystem that can help grow and scale a product.
• ServiceNow experience a nice to have

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 talent.acquisition@servicenow.com 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.

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