Principal Product Success Manager

Overview

Company Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.

The 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 procurement digital transformation journeys, ensuring their successful deployments of Finance & Supply Chain solutions to secure customer references. If you are passionate about customer success, championing new technologies, and developing the success stories that the company will use to make this product successful in market, this role is for you!

• Oversee Lighthouse 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 inbound product team to influence product strategy on behalf of customers
• Develop and manage reference activity
• Engage Marketing, value selling 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

• 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role.
• 5+ years of experience managing executive business stakeholders in a customer organization, preferred.
• 2+ years of experience with the Service Now platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role
• Knowledge of Service Now platform topics such as Playbooks, Process Automation Designer, and Integration Hub preferred
• Knowledge of Service Now’s integration tools and capabilities preferred
• 2+ years of experience working with procurement and/or supply chain processes or technology preferred
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain
• 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.

Work Personas 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.…