Advertisement

Principal Product Success Manager

| Remote
Sorry, this job was removed at 3:36 p.m. (CST) on Thursday, March 11, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

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.

The Product Success Manager resides within the Product Organization. This role is extraordinarily Customer facing to make sure the Product line is supported. We need to continue to collaborative, working not only with peer inbound and outbound product managers, but also cross-functionally with Sales, Marketing, Customer Outcomes, Solution consultants, Support and Alliance & Channels.

What you get to do in this role:

  • Drive Product Success and Adoption Activities: Work closely with account teams, SC and Customer Success to create IT Service Management Suite of Product  opportunities for adoption success. Engage with customers directly to lead adoption and success stories on leveraging ServiceNow Products. Build customer references and market the success of customer engagement for sales and growth for ServiceNow. Develop core positioning and messaging for the product along with appropriate demos for various markets, geos and tiers.
  • Be the internal voice of stakeholders: Build relationships with stakeholders and support them through adopter programs and more to understand their pain-points and vision of issues in the field with product. Creating Demos and present at conferences and a cross functional teams. Champion the product capabilities to the rest of the cross functional orgs - Sales, SC, Customer Success, Customer outcomes etc. to influence strategic direction of the business.
  • Develop Product Strategy: Work closely with product managers to provide them with insight from the field and customer use-cases to influence product roadmap. Understand and provide details from customer engagements and use case evaluations back to internal and product innovation teams to build robost and stronger products. Create and build on Product Requirements for supporting the IT Service Management Products.

   Key Responsibilities:

  • Work closely with the multiple stakeholders to address adoption criteria across Sales and Solution Consulting.
  • Deliver adoption of ITSM based on releases.
  • Work closely across business unit teams to review cross product capabilities and deliver videos, demos and customer success stories.
  • Review and establish accurate reviews and sign offs with customers.
  • Evaluate segment, market and opportunities to drive automation, AI and product usability on released product in market using multiple tools such as sharepoint, build-tools, Office products etc.
  • Works across various BUs to assess product and pricing impact to customer and position best outcomes
  • Evaluate which upcoming applications and features are the most relevant to customers to clearly define uses cases and problems that these applications and features solve.
  • Create technical configurations, demos and scripts necessary to enable the organization on how to showcase the outcomes delivered by our product to customer
  • Engage with Sales SC and Marketing to understand which problems customers and prospects most often look to ServiceNow to solve.
  • Collaborate with other product teams to develop demos that showcase non-product specific outcomes.
  • Work with inbound product managers and influence product roadmap based on insights gathered from customer interactions.

Requirements:

  • 5+ years of experience in a B2B client facing role utilizing the ServiceNow platform to bring success to client base.
  • Detailed knowledge of IT Service Management, as well as management processes and practice.
  • ITIL certification or experience leading IT process plans for organizations.
  • Genuine passion and understanding of what it will take for customers to succeed, with empathy and the experience of being a busy technology user.
  • Ability to convey critical ideas to all levels of stakeholders, representing views supported by both objective and subjective evidence.
  • Be comfortable and thrive presenting to large audiences as well as be able to go-deep 1:1 with customers.
  • Think strategically, learn fast and communicate with impact.
  • Have demonstrated past experience defining paths to customer success in multiple markets for new products, applications or features as well as the successful execution of that go to market strategy.
  • Have experience creating engaging and educating content. Types of content could include, but is not limited to, presentations, datasheets, whitepapers, infographics, and videos.
  • Proven ability to influence cross-functional teams without formal authority.
  • Have demonstrated the ability to solve complex problems.
  • Be willing to travel up to 30% of the year.

Travel: 20 to 30% annually

 

 

 

ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this