Principal Product Success Manager

Role Overview The Principal Product Success Manager will serve as the primary contact for customer programs and events related to Product Excellence, focusing on customer onboarding and integration of AI into work processes

This role aims to establish strategic relationships with clients, ensuring they derive maximum value from ServiceNow products and services.

• *## Key Responsibilities - Be the focal point of contact & coordination for customer programs & events with Product Excellence.**

• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. - Develop, prepare, and nurture customers for advocacy. - Work with clients to establish critical goals and aid in achieving them. - Advocate customer needs/issues cross-departmentally. - Prioritize and drive resolution on escalated customer issues. - Demonstrate competency in the ServiceNow IT Asset Management product suite. - Advise customers on leveraging ServiceNow IT Operations Management Solution capabilities. - Lead customer design workshops focused on ServiceNow Platform and IT Operations Management Solution technology. - Provide ad-hoc oversight/training and advise on development of required portal components. - Prepare customer-facing deliverables focused on the maturity of the customers' technical and process. - Juggle multiple and complex projects/initiatives. - Provide feedback on best practices and delivery/engagement materials. - Engage and collaborate closely with ServiceNow R&D teams on escalated technical issues. - Mentor field resources in implementation methodology, configuration, and best practices for ITOM applications. - Respond to customer questions relating to ServiceNow ITOM products. - Help develop programs that enable ecosystem on ITOM on the ServiceNow platform. - Collaborate with Product Management and Development teams to enhance ServiceNow products. - Share best practices and known solutions with internal teams, community, and customers. - Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors. - Be a product evangelist, supporting events such as user conferences, trade shows, webinars, etc. ## Required Qualifications - At least 7+ years of business analyst, ITOM practitioner experience for complex, highly-capable technologies – inclusive of integrations and portals. - Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in an IT environment. - Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity. - Proven team player and team builder. - Certified in ServiceNow Discovery, Event Management, Service Mapping solutions a plus. - Familiar with Windows Domain and Unix System Administration. - Knowledge of service-oriented and distributed application architecture in the enterprise. - Knowledgeable/practical experience with one or more Cloud platforms such as AWS, VMware, BMC, etc. - Knowledgeable/Practical experience with CMDB. - Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles. ## Preferred Qualifications - Leader and evangelist for ServiceNow ITOM applications. ## Compensation & Benefits [Salary/compensation information not provided in the posting.] [Key benefits mentioned not provided in the posting.] ## Additional Information - Location: EMEA - Europe, Middle East and Africa. - Work Arrangement: Flexible or Remote.