Senior Product Success Manager, ITSM
Job Description
ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
At ServiceNow, we’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving.
We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Our Product Success Managers work directly with customers to enhance their overall user experience with ServiceNow. The Product Success Manager is responsible for building relationships with key roles inside ServiceNow to ensure overall customer well-being by monitoring customer health, producing customer programs, and acting as an escalation point for customer issues.
We are looking for people who have the magic combination of domain expertise, enterprise deployment project management experience, and customer management at a high level.
What you get to do in this role :
Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding / closed loop tracking for customer programs
Demonstrate competency in the ServiceNow IT Service Management and / or DevOps product suite
Develop a deep understanding of customer use cases and success outcomes
Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.
Develop strong relationships with all key decision-makers and influencers across your accounts, and BU colleagues
Build a strong base of referenceable customers and contacts within your assigned portfolio
Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
Ensure ongoing adoption by the customers of the continuously innovating within our products
Act as the liaison between Product Management and our Customers with a focus on feature collaboration
Collaborate with the customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, and IT Service Management BU
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