Senior Manager, Product Success - SPM

ServiceNow • Remote (Chicago, IL, US) • 2m ago

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Work 1:1 with SPM’s most strategic customers to drive adoption of new product capabilities and functionality
Work across ITX sales and Acct teams to identify SPM renewal risk and ensure remediation steps are identified
Execution of adoption programs for non-deployed customers for your area of responsibility
Interpret metrics and data analysis to identify at-risk customers and take proactive measures to mitigate ACV risk
Support Customer Outcomes and Partners delivering new product functionality to customers
Influence and provide recommendations to customers and partners on intended use of SPM products
Proactive resolve customer escalations
Deep understanding of strategic customers and their use of SPM products
Develop relationships across the organization to include Product Mgmt., Account teams, Sales, Customer Outcomes, Partners, Renewals and Customer Advocates, Support and others.
Be the voice of the customers by providing feedback to product managers

Qualifications

10+ years of related experience / 5+ years’ experience managing customers and building cross functional relationships / 2-3 years people management.
Knowledge of different PPM methodologies (Waterfall, Hybrid, Agile, SAFe), Application Portfolio Mgmt., and other SPM products.
Ability to handle tough consumer situations and escalations.
Ability to manipulate and analyze data, create dashboards and other visual aids.
Detail oriented and able to manage and track operational processes.
A hands-on individual who can rollup his/her sleeves, work with others and create new
Knowledge of SPM products and the ServiceNow Platform
Fanatical about customer success and assisting customers.
You are a great teammate.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.