Principal Product Success Manager

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

• Work 1:1 with SPM’s most strategic customers to drive the adoption of new product capabilities and functionality. 

• Develop a deep understanding of SPM strategic customers, and their use of SPM products and build long-term relationships with their key stakeholders. 

• Work across ITX sales and Account teams to identify SPM renewal risks and ensure remediation steps are identified and actioned. 

• Interpret metrics and data analysis to identify at-risk customers and take proactive measures to mitigate adoption and revenue risks. 

• Execution of product adoption programs for non-deployed customers for your area of responsibility. 

• Influence and provide recommendations to customers and partners on the intended use of SPM products. 

• Proactive resolve customer escalations and advise customers on how they can use SPM products to successfully achieve desired outcomes. 

• Develop and leverage successful relationships across the ServiceNow organization that include Product Mgmt., Account teams, Sales, Customer Outcomes, Partners, Renewals, Customer Advocates, Support and others. 

• Be the voice of the customers by providing feedback to SPM product managers on product functionality to help advance the SPM product roadmaps. 

• Support Customer Outcomes and Partners delivering new product functionality to customers. 

• Contribute to the ongoing expertise of the Product Success team. 

Qualifications

• 5+ years’ experience managing customers and building cross-functional relationships. 

• Experience and domain knowledge of the solutions that support Project and Portfolio Mgmt., Hybrid Project Mgmt., and Enterprise Architecture. 

• Feature and Technical Knowledge of the SPM Product suite that includes Strategic Planning, Project Portfolio Mgmt., Agile & SAFe, and Application Portfolio Mgmt. 

• Solution skills that include both feature and technical knowledge to help solution SPM products meet customer desired outcomes. 

• Ability to handle tough consumer situations, and escalations and manage multiple customer engagements. 

• Ability to manipulate and analyze data, create dashboards and other visual aids. 

• Detail oriented and able to document work efforts. 

• A hands-on individual who can roll up his/her sleeves, work with others and create new learnings. 

• Knowledge of the ServiceNow Platform and how this enables the adoption of SPM products. 

• Fanatical about customer success and assisting customers. 

• Strives in a fast-paced and fluid environment. 

• You are a great teammate who drives to collaborate and succeed. 

For positions in California (outside of the Bay Area), we offer a base pay of $156,420 - $273,780, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note th