Senior Manager, Product Success - SPM

• 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

• 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!

Work Personas 

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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 

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