About the job
Job Title: Senior Product Success Manager
Location: France/Europe/Remote
Description
ServiceNow, the leading provider of cloud solutions for enterprise IT, is revolutionizing how businesses perceive and implement enterprise software. Our platform integrates business strategy, application design, and operations into a cohesive and straightforward solution, empowering organizations to achieve their goals efficiently.
As we continue our remarkable growth trajectory, we are seeking passionate individuals who thrive on responsibility and are eager to tackle the next big challenge. We are committed to attracting the most innovative and forward-thinking professionals who aspire to transform the status quo and drive impactful change. Join us to make your mark in a dynamic environment where you can contribute daily to our success.
Key Responsibilities:
- Become an integral member of the Operational Technology (OT) Product Excellence team, focused on ensuring our customers achieve success with ServiceNow's OT products.
- Serve as the primary point of contact for customer programs and events related to Product Excellence.
- Gain in-depth knowledge of customer use cases and desired outcomes.
- Build and maintain trusted advisor relationships with assigned customers, driving ongoing value from our products and services.
- Foster strong relationships with key decision-makers and influencers within your customers, partners, and internal ServiceNow teams.
- Establish a network of referenceable customers and contacts within your portfolio.
- Collaborate with the Sales organization to identify and refer new opportunities.
- Take ownership of customer satisfaction and retention for your assigned accounts.
- Work closely with customers and account teams to define critical goals and key performance indicators, assisting customers in reaching their objectives throughout their lifecycle.
- Identify and address any risks that could impact customer growth, satisfaction, or renewal, and develop strategies to mitigate such risks.
- Ensure customers continuously adopt new capabilities delivered within our products.
- Act as the intermediary between Product Management and customers, focusing on feedback regarding product features and roadmaps.
- Collaborate with the customer’s implementation partner to enhance overall satisfaction with the solution and to nurture a trusted partnership among customers, partners, and the Customer Success Management team.

