Senior Principal Product Success Manager ITSM

Job Description

Role: Senior Principal Product Success Manager ITSM
Location: Germany (or Switzerland)

Fluent German speaking essential for this role, native German-speaking preferable.

THE COMPANY

ServiceNow is changing the way people work. The company was founded in San Diego in 2004 with the belief that getting simple stuff done at work shouldn’t be so hard. And that the complex stuff should be easier to manage. We envisioned a world where anyone could create workflows that worked for, not against, them. The ServiceNow cloud‐based platform was built to simplify the way work gets done.

Today, every enterprise is becoming a technology company, creating unprecedented challenges, opportunities, and complexity. ServiceNow lets them run smarter, faster, better. And it helps people spend their time on work that is meaningful, not menial.

We are 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.

THE TEAM

ServiceNow’s IT Service Management (ITSM) Business Unit create products that enable organizations to modernize, automate, and optimize their IT workflows. This role is part of the Outbound Product Management organization, responsible for driving awareness, adoption, and usage of ITSM products and products integrated with ITSM.

THE ROLE

We are seeking a Senior Principal Product Success Manager that wants to address challenges in IT Service Management 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 our customers and our product teams.

WHAT YOU’LL DO

• 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.
• Serve customers as a transformational leader, identifying the areas in which their investment can be utilized to transform moments that matter.
• Serve as a liaison between customers and Product Management teams for product related 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.
• Present forward-looking roadmap reviews, targeted for customer success
• Demonstrate Product Success thought leadership through webinars, blogs and other media, where applicable.

WHAT YOU’LL NEED TO SUCCEED

• 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.