Principal Product Success Manager

ServiceNow is seeking a Principal Product Success Manager to be the focal point of contact and coordination for customer programs and events with Product Excellence. The ideal candidate will have 7+ years of experience in business analyst or ITOM practitioner roles and be able to influence and consult with customers on IT process and technical problems.

Requirements

• Be the focal point of contact & coordination for customer programs & events with Product Excellence
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Advocate customer needs/issues cross-departmentally
• Prioritizing and driving resolution on escalated customer issues
• Demonstrate competency in the ServiceNow IT Asset Management product suite
• Advise customers in their efforts to take advantage of the ServiceNow IT Operations Management Solution’s standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and IT Operations Management Solution technology
• Guides and provides ad-hoc oversight/training
• Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions
• Prepare customer-facing deliverables focused on the maturity of the customers technical and process
• Juggle multiple and complex projects/initiatives
• Provide feedback on best practices and delivery/engagement materials on Now create
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Responsible for creating innovative solutions leveraging ServiceNow’s IT Operations Management (Discovery, Service Mapping, Event Management, AIOPS) Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for ITOM applications
• Respond to customer questions relating to ServiceNow ITOM products
• Help develop programs that enable ecosystem on ITOM on the ServiceNow platform
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needs
• Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors
• Be a product evangelist, supporting at scale events such as user conferences, trade shows, webinars, etc.
• Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITOM solutions referencing success stories/anecdotal data

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance