Job Description

WHO WE ARE:

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re 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 be better.

We are looking for a Principal Product Success Manager to help define and guide the continued evolution of our Telecommunications, Media & Technology (TMT) industry solutions, as well as enable our customers to transform their customer servicing and operations, delivering better end user experiences by furthering the adoption of our platform capabilities.

We want someone who will thrive as an individual contributor and work collaboratively with fellow Product Managers, our engineering teams, User Experience and research teams and customers to shape the vision and roadmap for these areas, as well as the execution to develop new products and bring them to market.

THE OPPORTUNITY:

ServiceNow's TMT industry solutions are transforming the way our customers operate, while enabling them to deliver superior experiences to their customers.  We are enabling them to deliver a connected experience that extends from customer engagement to front, middle and back-office operations.  All of this happens on a single, powerful platform that enables work to get done more quickly and efficiently.  

This is a unique opportunity to serve as a leader in the definition and execution of product adoption and growth success motions within one of the fastest growing product lines at one of the largest and fastest growing enterprise SaaS companies in the world.

Product Success Managers work directly with customers to enhance their overall experience with the Product, make them successful and reference customers. They monitor customer health, deliver customer programs, and act as the liaison between customer and product teams.

WHAT YOU WILL DO:

In this role, you will:

• Develop a deep understanding on customer use cases and success outcomes.
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues.
• Build a strong base of referenceable customers and contacts within your assigned portfolio
• Ownership and accountability for ensuring customer satisfaction, and retention within the TMT industry accounts.
• Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
• Uncover and mitigate any risk that threatens your customers’ growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
• Ensure ongoing adoption by the customers of the continuously innovating within our products.
• Act as the liaison between Product Management and our Customers with a focus on feature collaboration.
• Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer & Industries Workflow Business Unit.

Qualifications

QUALIFICATIONS/REQUIREMENTS:

• 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process
• Consultant, Customer Success and/or Product Manager.
• 10+ years of Telecommunications experience, either in enterprise software to Telecom or directly in a Telecom company.
• Deep experience and understanding of Telecom OSS domain and experience in TM Forum, MEF and other industry standards.
• Familiar with OSS/BSS domains especially in the areas of Service Assurance, Order Management and Customer Service.
• Thought leadership in Telecom industry trends, competitive landscape, and whitespace opportunities.
• Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies.
• Knowledge of the ServiceNow platform and current applications portfolio is a plus.
• Ability to work hands on, starting small, and scaling up over a period.
• Ability to handle multiple competing priorities in a fast-paced environment.
• Fanatical about customer success and tenacious at driving long-term customer value.
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization.
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Must be able to travel up to 25% annually, when applicable.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.