Senior Product Success Manager, ServiceNow
ITSM
$158.5-277.5k
+ Variable/incentive compensation. Salary applicable to District of Columbia applicants only
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
$158.5-277.5k
+ Variable/incentive compensation. Salary applicable to District of Columbia applicants only
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- We are looking for people who have the magic combination of domain expertise, enterprise deployment project management experience, and customer management at a high level
- Deep Knowledge of IT Service Management processes and technologies
- 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager in the IT Service Management and/or DevOps space (industry or in technology companies serving the space)
- Knowledge of IT Service Management and DevOps processes and technologies
- Ideally, ServiceNow ITSM certified
- Preferred Active Security Clearance
- Fanatical about customer success and tenacious at driving long-term customer value
- Highly data-driven with a commitment to drive customer engagement towards business outcomes and value realization
- Proven ability to collaborate and build strong relationships with customers, especially at the Executive level
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
- Detail-oriented and analytical
- Curiosity thrives in a multi-tasking environment and can adjust priorities on-the-fly
- Must be able to travel up to 25% annually once applicable to do so
What the job involves
- Our Product Success Managers work directly with customers to enhance their overall user experience with ServiceNow
- The Product Success Manager is responsible for building relationships with key roles inside ServiceNow to ensure overall customer well-being by monitoring customer health, producing customer programs, and acting as an escalation point for customer issues
- Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
- Demonstrate competency in the ServiceNow IT Service Management and/or DevOps product suite
- Develop a deep understanding of customer use cases and success outcomes
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
- Develop strong relationships with all key decision-makers and influencers across your accounts, and BU colleagues
- Build a strong base of referenceable customers and contacts within your assigned portfolio
- Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
- Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts
- 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 continuously innovating within our products
- Act as the liaison between Product Management and our Customers with a focus on feature collaboration
- Collaborate with the customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between the customer, partner, and IT Service Management BU
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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