Senior Product Success Manager

Company Description

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

What you get to do in this role :

• Be part of the Risk Product Success team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Handle customer issues that are unable to be solved by Support or professional services.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines
• ServiceNow IRM application Configuration, Workflow Configuration , Portal Configurations
• Development of required client specific reporting
• Be a key member of the overall implementation partner team
• Prepare client facing and internal deliverables that are functional and technology related
• Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite
• Lead requirement gathering workshops to identify critical use cases and value-based acceptance criteria
• Hep customer to understand and agree out of the box features by product demos and discussion.
• Drive the continuous improvements of our implementation methodology based on client experiences
• Build trusted customer relationships by coupling deep product expertise with constructive customer engagement.
• Act as the voice of our customers, conveying needs and issues internally across departments.
• Resolve customer escalations and restore customers' path to success.

Responsibilities

Qualifications

What you need to be successful in this role

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 [HIDDEN TEXT] 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.

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Skills Required

Sap, Word, Xpath, Powershell, Ssh, Powerpoint, Visio, Rsa Archer, Javascript, Python