Principal Product Success Manager

Team

Come join the Product Excellence team and work with a talented group of people on some of the most strategic platform capabilities at ServiceNow and in the industry. The AI Core Platform is the foundation for, and at the heart of, all ServiceNow products. Our platform capabilities ensure that ServiceNow is reliable, secure, scalable and upgradable while delivering a great user experience and measurable business outcomes.

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions for Process Mining and core platform capabilities at one of the largest and fastest growing enterprise SaaS companies in the world.

Product Excellence Managers work directly with customers to enhance their overall experience with the product and make them successful and reference customers. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.

Role

Your mission will be to ensure the success of our top customers by helping them adopt Process Mining and the core capabilities of the AI Core Platform. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Manager for App Engine, Vault and Process Mining.

 In this role, you will:

• Be the focal point of contact/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 across Process Mining and the AI Core Platform
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption of new capabilities across Process Mining, Platform Analytics, Automated Test Framework, upgrades, Health Scan, Usage Analytics, CI/CD, source control and clone management
• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
• Collaborate with the customer’s implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, account team, Product Management and Product Excellence.

Department: Support and Product Success
Function: Engineering
Experience Level: Not Applicable