Senior Product Excellence Manager

ServiceNow is seeking a driven Senior Product Excellence Manager – CRM & Industry Workflow. The role involves providing expertise to support customers to ensure they adopt, renew and maximize their value from their ServiceNow investment. The Senior Product Excellence Manager will participate in the acquisition and retention of customers by leveraging the CRM Applications.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Relevant experience in the Asia Pacific and Japan (APJ) region
• Deep Knowledge of customer service / contact center management, customer self-service, customer community and knowledge management processes and technologies
• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally from in professional services or consulting capacity
• 10+ years in the Customer Service technology industry space (such as Oracle Service Cloud, Salesforce Service Cloud or ServiceNow CSM) or Field Service Management technology (such as Salesforce Click or ServiceNow FSM)
• Deep domain knowledge in Contact Center, Customer Service, and Field Service business processes
• Ideally ServiceNow CSM & FSM certified
• Ability to do ServiceNow deep architectural advisory work and configuration/coding
• 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 within the APJ region, when applicable

Benefits

• Full-time job
• On-site location
• Good compensation and benefits
• Opportunities for career growth and development
• Diverse and inclusive work environment