Principal Product Success Manager

🔥 1 minute ago

🏄 California – Remote

🏄 California – Remote

💵 $171.9k - $300.8k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Serve as a leader in the definition and execution of product adoption and growth success motions for Process Mining and core platform capabilities • Act as the focal point of contact and coordination for customer programs and events with Product Excellence • Develop a deep understanding of customer use cases, process improvement goals, operational bottlenecks, and success outcomes • Establish trusted strategic advisor relationships with assigned customers and drive continued value of products and services • Develop relationships with key decision makers and influencers across customers, partners, and internal ServiceNow stakeholders • Build a strong base of referenceable customers and contacts within the assigned portfolio • Collaborate with Sales and provide customer references for new opportunities where necessary • Own and ensure customer satisfaction and retention within assigned customers • Establish critical goals and key performance indicators with customers and account teams, and aid customers in achieving their goals throughout the lifecycle • Identify and mitigate risks threatening customer growth, satisfaction, or renewal • Drive adoption of Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control, and clone management • Liaise between Product Management and customers, focusing on product and roadmap feedback • Collaborate with customer implementation partners to achieve solution satisfaction and trusted partnerships

🎯 Requirements

• 5+ years of experience in architecting and delivering complex solutions on the ServiceNow Platform • 3+ years of experience supporting Process Mining, process optimisation, value realisation, operational discovery, or process improvement programmes with enterprise customers • 3+ years of experience in two or more ServiceNow core platform capabilities such as Automated Test Framework, upgrades, Health Scan, Usage Analytics, Platform Analytics, CI/CD, source control and clone management • 2+ years of experience in two or more adjacent AI Core Platform capabilities or interfaces such as Predictive Intelligence, Virtual Agent, AI Agents, Mobile App Builder, UI Builder, Workspace or Portal • 1+ year of experience with ServiceNow Performance Analytics or Platform Analytics configuration, administration, customer delivery, adoption tracking and outcome reporting • Experience translating Process Mining insights into adoption plays, measurable process improvement recommendations, and executive-ready value narratives • Experience with ServiceNow encryption capabilities is a plus • Fanatical about customer success and tenacious at driving long-term customer value • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars • Must be able to travel up to 25-35% annually once applicable to do so

🏖️ Benefits

• Equity (when applicable) • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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