Senior Product Success Manager Sec Ops

Job Description

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 always be better. 
We’re now applying that disruptive thinking to the way people work on information security problems. We are seeking a Customer Excellence Manager that wants to address challenges in security and threat detection 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’s rapidly growing Security Business Unit. 
What you get to do in this role: 
•    Be part of the SecOps Product Excellence team that is responsible for ensuring our customers’ success with ServiceNow’s SecOps products. 
•    Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues. 
•    Mentor field resources in implementation methodology, configuration, and best practices for the SecOps application suite. 
•    Help customer jump start the implementation and adoption of ServiceNow SecOps Products.
•    Work closely with customers, Product Management, Sales, and Professional Services to understand customer goals and outcomes, as well as define success criteria.
•    Define success plans jointly with customers and key stakeholders to deliver high value outcomes.
•    Apply our customer maturity model to facilitate customer enablement, consumption, and growth in a phased and effective manner.
•    Drive customer success and help them to get the outcomes through the entire life cycle to ensure adoption, growth, and renewal.
•    Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.
•    Work in close coordination with the Alliances & Channels team to verify partner quality and Customer Outcomes to communicate with executives.
•    Act as the voice of our customers, conveying needs and issues internally across departments.
•    Serve as a leader among peers, providing guidance on customer engagements, internal relationship-building and long-term team strategy.
•    Prioritize input from customers, Sales, and partners to Product Management to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmap
•    Resolve customer escalations and restore customers’ path to success.
•    Foster the customer community through direct engagement, content development, and webinar delivery in partnership with Scale Product Excellence.
•    Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases. 
•    Handle customer issues that are unable to be solved by Support or professional services. 
•    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.

Qualifications

• 8+ years of experience in a B2B client-facing role (Customer Success, Professional Services, Sales, Account Management).
• Experience working with Enterprise customers on their SecOps journey.
• Understanding SecOps business problems and experience in managing customer stakeholders in large SecOps implementations.
• Experience with Banking and Financial Services customers is desirable.
• Extensive hands-on experience with one or more leading SecOps products.
  (Experience with ServiceNow SecOps products is desirable but not required)
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Exceptional communication skills, able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone.
• Persuasive enough to convey critical ideas to all level of the Customer and ServiceNow organizations, representing views supported by both objective and subjective evidence.
• Innately understand how to balance advocacy for the company and the client.
• Proven experience in defining and deploying 'to be' best practice SecOps processes and in identifying solutions from a people, process, and technology perspective. 
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Demonstrated ability to influence and consult (providing options with pros, cons, and ESGs) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Solid experience in requirements gathering, including experience in creating process mapping documentation.
• A track record of distilling customer needs from leaders (including CXO roles) in order to provide guidance and direction
• Proven ability to influence and consult successfully on the subject of digital transformation and PaaS based application development
• Experience leading implementations/owning for other CRM products(e.g. Salesforce, SAP, Siebel, …)
• Experience working with customers across various industry verticals (Financial Services, Government, Healthcare, Energy, etc.)
• ServiceNow Certified Implementation Specialist for Customer Service Management, Field Service Management and any additional platform based certifications are a benefit (Flow designer, Service Portal, Now Intelligence products, etc.)
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint).
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder.
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles. 

Travel: less than 20% annually