Senior Product Success Manager, ServiceNow
$163.6-286.3k
+ Variable/incentive compensation and ESPP
20-30% of travel required
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$163.6-286.3k
+ Variable/incentive compensation and ESPP
20-30% of travel required
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
- Overall 10+ years of work experience with a minimum of 5 years in a technical or techno-functional customer-facing role delivering ServiceNow ITSM implementations for large organizations
- ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
- Strong ServiceNow platform knowledge with the ability to roll up sleeves and resolve technical issues while also understand process nuances and KPIs that are critical for customer’s IT operations
- Proven track record of driving business growth and customer satisfaction through innovative technology solutions
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
- Strong analytical and problem-solving skills
- Ability to work effectively in a fast-paced, dynamic environment
- Familiarity with Agile methodologies and experience working in an Agile environment
- Strong problem-solving skills and ability to work independently or as part of a team
- Experience working with cross-functional teams, including process owners, engineers, sales, and marketing professionals
- Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
- Customer-focused mindset and commitment to delivering high-quality results
- 20-30% of travel required
What the job involves
- This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products
- As a member of the ITSM Product Excellence team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams
- Support Customer Implementations: Lead/Contribute to the successful delivery of ITSM projects for global customers, ensuring blockers are addressed promptly and satisfaction remains high
- Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes
- Assist with Escalations: Work with cross functional teams to resolve customer issues that cannot be addressed through standard support channels
- Escalation Management: Serve as an escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams
- Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability
- New Product Introduction: Be the first in the industry to learn and drive customer implementations for our newest products, capturing deployment best practices and critical product learnings
- Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement
- Enablement Support: Contribute to training materials, guides, and reusable assets to support implementation teams and partners
- Cross-Functional Teamwork: Work closely with customer excellence, support, and delivery teams to ensure alignment on project goals and outcomes
- Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success
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.
Salary benchmarks
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