Principal Product Success Manager - App 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™.

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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

Role

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:

• Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
• Uncover and mitigate any risk that threatens your customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
• Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Develop a deep understanding on customer use cases and success outcomes
• Be the focal point of contact/coordination for customer programs and events with App Engine Product Success
• 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.
• Act as the liaison between Product Management and our customers with a focus on product and roadmap feedback
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and App Engine BU.

Qualifications

To be successful in this role you have:

• 7+ years of experience in application development / technology 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 Performance 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 25-50% annually

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work.