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ServiceNow, Inc. Product Success Manager ITSM in Staines, United Kingdom

Product Success Manager – IT Service Management

Location(s) – Staines, Amsterdam or Frankfurt

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

We’re now applying that disruptive thinking to the way people work on helping solve product specific customer needs. We are seeking a Product Success Manager that wants to address challenges in IT Service Management area and help customers achieve quick wins while jointly developing a longer-term success strategy. We need someone that is driven and results-oriented who can work collaboratively to help prove out our technology and accelerate adoption for customers of ServiceNow.

Product Success Managers work directly with customers to enhance their overall experience with the product and make them successful customer references. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.

What you get to do in this role:

  • Work closely with customers, product management, sales, customer success, and professional services to understand customer goals and outcomes, as well as define success criteria.

  • Demonstrate competency in ITSM product suite and ServiceNow platform.

  • Define a success plan jointly with customers and key stakeholders that maps to high value outcomes.

  • Establish relationships with clients to help drive continued business value with products.

  • Collect key insights from advanced customers within defined buyer types to understand product and process trends, creating prescriptive guidance for customers, sales and professional services on emerging buyer types.

  • Work closely with new customers, sales and professional services to understand and capture quantifiable outcomes and success criteria for prescriptive guidance creation.

  • Participate in emerging technologies pilot/early availability programs to represent the critical service management processes that apply to emerging platform capabilities.

  • Conduct routine analysis of customer usage and adoption rates following the defined process for customer redress and success. (CRAS).

  • Create/Maintain formalized and integrated process for CRAS, documenting customer engagements and adoption reviews.

  • Serve customers as a transformational leader, identifying the areas in which their investment can be utilized to transform micro moments.

  • Serve as a liaison between customers and PM team for product feedback to ensure the voice of the customer is represented where captured. Aggregate and communicate product feedback to be incorporated into upcoming development cycles or long-term product roadmaps.

  • Understand customer needs through the entire life cycle.

  • Maintain active customer conversations through periodic, consistent engagement.

  • Identify expansion opportunities within accounts to guide product development or increase the adoption of the product.

  • Provide feedback to customers, Sales and partners as to how their requests are being incorporated into our product planning.

In order to be successful in this role we need someone that has:

  • Detailed knowledge of IT Service Management, as well as management processes and practice.

  • ITIL certification or experience leading IT process plans for organizations.

  • 5+ years’ customer service experience utilizing the ServiceNow platform to bring success to client base.

  • Genuine passion and understanding of what it will take for customers to succeed, with empathy and the experience of being a busy technology user.

  • Knowledge of Service Management Industry with solutioning architecture implementations with customers.

  • Great communication skills, able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone.

  • Analytical ability to identify trends derived from customer feedback or internal sources and represent those trends in a clear and comprehensive fashion.

  • Persuasive enough to convey critical ideas to all levels of the business unit organization, representing views supported by both objective and subjective evidence.

  • Basic understanding of revenue recognition, knowledge of contract terms, and conditions relating to Legal, Finance and Billing.

  • Innately understand how to balance advocacy for the company and the client.

  • Understanding of product lifecycle activities, usage, adoption and key measures of success for the software products.

  • Natural leadership abilities among peers, providing guidance on customer engagements, internal relationship-building and collaboration on long-term team strategy.

Travel: 25 to 30% annually.