Principal Product Success Manager – HRSD

🔥 7 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $149.8k - $230.2k / 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 highest-tier HR Service Delivery (HRSD) product expert • Lead strategic HRSD customers in adopting new innovations and realizing product value • Drive resolution of complex, high-impact global customer situations • Develop and execute implementation strategies to reduce time-to-value for CBS and HRSD suites • Support adoption of adjacent ServiceNow Core Business Workflow products • Serve as primary escalation point for critical issues unresolved by Support, Expert Services, or Impact teams • Partner with Product Management and R&D to provide field insights and influence the product roadmap • Act as HRSD ecosystem stakeholder and chief evangelist • Develop and deliver at-risk account recovery strategies • Identify at-risk HRSD accounts using Product Excellence tooling and AI-driven insights • Coordinate targeted interventions, D&L mitigation strategies, and tailored enablement plans • Align Customer Excellence Group, Sales, and Product teams to support value realization and renewals • Lead early adoption and pilot efforts for new CBW and HRSD releases • Collaborate with product teams to validate use cases and drive successful outcomes • Shape AI-led strategies aligned with the product roadmap • Scale specialized knowledge to support and upskill CEG, Expert Services, and Partner organizations

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • Overall 5+ years of work experience with the ServiceNow platform • Minimum 3 years in a technical or techno-functional customer-facing role • Experience delivering ServiceNow HRSD product line implementations for large organizations • ServiceNow Certified System Administrator certification desired • Other ServiceNow Certified Implementation Specialist certifications desired, such as CTA • Strong ServiceNow platform knowledge • Ability to resolve technical issues and understand HR operations processes and KPIs • Experience shaping strategic programs across multiple business units • Deep platform and HRSD product expertise • Proven ability to lead complex, large-scale HRSD initiatives in global enterprise environments • Deep expertise and active presence in the HR industry • Excellent communication and interpersonal skills • Strong analytical and problem-solving skills • Ability to work effectively in a fast-paced, dynamic environment • Familiarity with Agile methodologies and experience working in an Agile environment • Ability to work independently and as part of a team • Experience working with cross-functional teams including product, process owners, engineers, sales, and marketing • Customer-focused mindset and commitment to high-quality results • Proven track record of driving business growth and customer satisfaction through innovative technology solutions

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or Remote work persona

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