Principal Product Success Manager at ServiceNow

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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.

 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

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. 

Team

ITAM Product Success is focused on mentoring and guiding our customers on the SAM product, leading practices, and establishing SAM as a discipline. We help our customers accelerate adoption and achievement of their goals and objectives with the spotlight on value generation.

 

Our team is committed to ensuring the success of our customers. With a supportive and dynamic environment, we encourage our team members to be the best version of themselves and bring new ideas to solve complex problems for our customers.

 

Role

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions within one of the fastest growing products at one of the largest and fastest growing enterprise SaaS companies in the world.  Product Success Managers work directly with customers to enhance their overall experience with the product and make them successful and reference customers. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.

You will become a techno-functional expert, serving on the front lines, engaging with customers, partners, sales, support, and development to serve as the customer’s advocate, making sure we get our customers started off on the right foot and stay there.  We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, and customer management at a high level.

What you get to do in this role:

  • Achieve customer success outcomes including higher customer product adoption, customer satisfaction, and overall customer health scores.
  • Jointly define expected outcomes with a customer and ensure that they have realized value from the solution.
  • Proactively manage each customer’s business needs and environments – actively seek opportunities to generate references and referrals.
  • Influence product development strategy by advocating on behalf of customers.
  • Support customer onboarding and work cross-functionally with our sales, support, services and partner teams for successful deployment.

In order to be successful in this role, we need someone who has:

  • 10+ years of experience in customer-facing roles such as Customer Success, Product Manager, Solution Architect, and/or Technical/Process Consultant
  • Knowledge of IT Asset Management, including software asset management, hardware asset management, and contracts & procurement
  • Been an ITAM practitioner as you will advise, coach, and mentor customers not only on the technology, but the discipline of ITAM
  • Ideally some software license experience, e.g., Microsoft, Oracle, Adobe, SAP, Citrix, and/or other major software publishers
  • 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

 

 

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 (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior Application Developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project Manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative Director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief Product Officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software Engineer

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
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
Paid industry certifications
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