Sr Staff Product Success Manager
Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
The Opportunity:
ServiceNow's Financial Services solutions are transforming the way financial institutions operate, while enabling them to deliver superior experiences to their customers. We are enabling financial institutions to deliver a connected experience that extends from customer engagement to front, middle and back office operations. All of this happens on a single, powerful platform that enables work to get done more quickly and efficiently.
This is a unique opportunity to serve as a leader in the definition and execution of product adoption and
growth success motions within one of the fastest growing product lines at one of the largest and fastest
growing enterprise SaaS companies in the world.
Product Success 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.
What you will do:
In this role, you will:
- Develop a deep understanding on customer use cases and success outcomes
- 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 accounts, and BU colleagues
- 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 accounts.
- 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 by the customers of the continuously innovating within our products
- Act as the liaison between Product Management and our Customers with a focus on feature collaboration
- Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and
- to create a trusted partnership between customer, partner, and Customer & Industries Workflow Business Unit
Qualifications
Qualifications/Requirements:
- 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process
- Consultant, Customer Success and/or Product Manager
- Strong Financial Services domain and industry knowledge, with a specific focus on retail and commercial banking
- Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies
- 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% annually, when applicable
Additional Information
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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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 [email protected] 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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Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.