Principal Product Excellence Manager,Core Business Transformation Products Job Orlando area,Florida USA,Business

Principal Product Excellence Manager, Core Business Transformation Products

Join the Product Excellence team at Service Now and help shape the future of Core Business Transformation! Together we will help customers drive operational excellence and business outcomes across Global Business Services, Hire-to-Retire, Source-to-Pay, Facilities & Corporate Real Estate, and Legal Operations. 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) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.

The Principal Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their Source-to-Pay (S2P) journey, ensuring their successful deployments of Core Business Transformation products to secure customer references.

If you are passionate about customer success, guiding customers and partners as they deploy AI solutions to address business pain points, and developing the success stories 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:

Oversee Vanguard and other customer programs

Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries

Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering

Bring pain points, use cases, and opportunities back to the inbound product team to influence product strategy on behalf of customers

Develop and manage reference activity

Engage Marketing, value teams and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements

Work with pre-sales to match reference customers with potential customers to help close open opportunities

Support customer and partner onboarding

Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog

Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution

Measure and monitor customers success

Develop and monitor key adoption success metrics

Measure customer health and adoption 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 these qualifications:

10+ years in customer-facing roles across product management, customer success, product success, systems consulting, implementation, product support, or additional related roles
Demonstrated ability to source-to-pay procurement, supplier lifecycle management, supplier relationship management, invoice and payment processing, and contract management needs, and to translate those into application requirements that lead the implementation of valuable and effective solutions, aligning to tangible business value
6+ years of experience partnering with executive business stakeholders in customer organizations, preferred
Experience positioning or implementing AI-powered solutions, including GenAI or agentic AI capabilities
Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement, supplier management, contract governance, and category management
Strong sense of ownership with bias toward hands-on execution
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
Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or Service Now events

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for…