Principal Product Success Manager

ServiceNow is a global market leader in innovative AI-enhanced technology, aiming to transform workplace experiences. The Principal Product Success Manager will oversee customer programs, manage deployments, and ensure successful customer references in the Finance & Supply Chain line of business.

Responsibilities:

• Oversee Lighthouse and other customer programs
• Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
• Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering
• Bring pain points, use cases, and opportunities back to inbound product team to influence product strategy on behalf of customers
• Develop and manage reference activity
• Engage Marketing, value selling and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements
• Work with pre-sales to match reference customers with potential customers to help close open opportunities
• Support customer and partner onboarding
• Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog
• Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution
• Measure and monitor customers success
• Develop and monitor key adoption success metrics
• Measure customer health and adoption scores
• Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health

Requirements:

• 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role
• 5+ years of experience managing executive business stakeholders in a customer organization, preferred
• 2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role
• Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain
• Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events
• Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub
• Knowledge of ServiceNow's integration tools and capabilities
• 2+ years of experience working with procurement and/or supply chain processes or technology
• Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development