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
“What you get to do in this role:
- Achieve customer success outcomes including higher customer product adoption, customer satisfaction, and overall customer health scores
- Focus on IT Asset Management (ITAM), IT Operations Management (ITOM), and Security Operations (SecOps)
- Jointly define expected outcomes with our customers and ensure that they have realized value from the solution
- Develop actionable ITAM, ITOM, and or SecOps value road maps and success plays for our customers
- Conduct workshops and sessions enabling our customers to take full advantage of ITAM, ITOM, and or SecOps solutions capabilities
- Develop and grow relationships with our customers from the system admin level through Executive Sponsor
- Be an advocate, trusted advisor, and honest broker for our customers
- Guide and mentor our customers on our ITAM, ITOM, and or SecOps solutions and ITAM, ITOM, and or SecOps as disciplines
- Proactively manage each customer’s business needs and environments – actively seek opportunities to generate references and referrals
- Influence product development strategy by advocating on behalf of customers
- Support customer onboarding and work cross-functionally with our sales, support, services and partner teams for successful deployment
Qualifications
In order to be successful in this role, we need someone who has:
- 10+ years of experience in customer-facing roles such as Customer Success, Product Manager, Solution Architect, and or Technical Process Consultant
- Knowledge of IT Asset Management, including software asset management, hardware asset management, cloud insights, and contracts & procurement; OR IT Operations Management, including discovery, service mapping, event management, and CMDB; OR Security Operations, including security incident response and vulnerability response
- Been an ITAM, ITAM, or SecOps practitioner as you will advise, coach, and mentor customers not only on the technology, but the discipline of ITAM, ITOM, and or SecOps
- Ideally some software license experience, e.g., Microsoft, Oracle, Adobe, SAP, Citrix, VMWare, and or other major software publishers
- Experience with software audits from either an auditor or audited perspective
- Knowledge and experience with Cloud (SaaS PaaS IaaS DBaaS), Technology Business Management, and Application Portfolio Management
- 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“
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.