Principal Product Success Manager, Automation Engine

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Your mission will be to ensure the success of our top customers.  This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Director, Creator Workflows Product Success.

 In this role, you will:

• Guide the creation and deployment of the necessary enablement materials and approach to drive adoption at scale
• Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
• Develop a deep understanding on customer use cases and success outcomes
• Establish a trusted / strategic advisor relationship with a few assigned clients and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers, and business unit colleagues
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
• 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 new capabilities being delivered within our products
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.

Qualifications

To be successful in this role you have:

• Strong affinity for integration, RPA and data streaming technologies demonstrated by projects, certifications and/or continuing education
• Deep understanding of ServiceNow integration approaches, tools and products demonstrated via practical application in operational environments
• 7+ years of experience in business service process management / application development / consulting
• 5+ years of experience in architecting and delivering complex solutions on the Now Platform
• 3+ years of experience with integration technologies and robotic process automation
• 1+ year of experience in ServiceNow Platform Analytics configuration, administration, and customer delivery
• 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 25-35% annually

Additional Information

ServiceNow is an