Principal Product Success Manager

Company 

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. 

Team

Join the Product Excellence team at ServiceNow and help shape the future of the Finance & Supply Chain line of business! Together we will transform employee and supplier experiences and make work seamless, integrated and efficient. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.

Role

The Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their procurement digital transformation journeys, ensuring their successful deployments of Finance & Supply Chain solutions to secure customer references.

If you are passionate about customer success, championing new technologies, and developing the success stories that the company will use to make this product successful in market, this role is for you!

What you get to do in this role:

1. Oversee Lighthouse and other customer programs
2. • 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
3. 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

1. Support customer and partner onboarding
2. • 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
3. Measure and monitor customers success
4. • 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