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

Team

Come join the RPA Product Management Team and work with a talented group of PMs, developers, designers and researchers in the automation space. The RPA Product Management Team is building an integrated solution within the ServiceNow Platform which will provide scalable and intuitive platform services that enable ServiceNow, its partners and customers to build, extend and deliver ServiceNow products. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopt a growth mindset in relentless desire to help better our customers, our team and yourself.

Role

The Product Success Manager resides within the Product Organization. This role is extraordinarily collaborative, working not only with peer inbound and outbound product managers, but also cross-functionally with Sales, Marketing, Customer Outcomes, and Alliance & Channels organizations.

If you are passionate about customer success, championing new technologies, and developing the tools and campaigns that the company will use to make this product successful in market, this role is for you!

What you get to do in this role:

1. Develop and manage reference activity

• Engages marketing, value selling and other key stakeholders to develop case studies, video testimonials and other reference materials.
• Work with presales to match reference customers with potential customers to help close open opportunities

1. Support customer and partner onboarding

1. • Monitors deployment activity to identify who is implementing, timelines for implementation and undeployed backlog
   • Works cross functionally with ACE to identify where we have partner gaps, and brings issues with partners to resolution
2. Measure and monitor customers success
   • Develop and monitor key success metrics
   • Develop a methodology to measure customer health scores
   • Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health

Qualifications

To be successful in the role, a candidate should:

• Have 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or an additional related role
• Been a RPA practitioner or have 2+ years of experience working with RPA technology
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology.
• Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [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.