Principal Product Success Manager

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**Job Description** What you get to do in this role**:

- Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
- 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, or other key performance indicators and aid the customer in achieving their goals.
- Advocate customer needs/issues cross-departmentally.
- Prioritizing and driving resolution on escalated customer issues.
- Demonstrate competency in the ServiceNow IT Asset Management product suite
- Advise customers in their efforts to take advantage of the ServiceNow ITOM and IT Asset Management Solution’s standard capabilities in their efforts to improve their IT processes
- Lead customer design workshops focused on ServiceNow Platform, ITOM and IT Asset Management Solution technology
- Guides and provides ad-hoc oversight/training
- Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions.
- 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 on Now create.
- A deep sense of empathy for the customer and genuine passion in helping them succeed.
- Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
- Demonstrated ability to influence and consult (providing options with pros, cons, and risks) 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.
- Responsible for creating innovative solutions leveraging ServiceNow’s ITAM (Software Asset Management, Hardware Asset Management, Cloud Insights) Solutions
- Respond to customer questions relating to ServiceNow ITAM & ITOM products.
- This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.
- Help develop programs that enable ecosystem on ITAM on the ServiceNow platform
- Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needs
- Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers.
- Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
- Be a product evangelist, supporting at scale events such as user conferences, trade shows, webinars, etc.
- Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITAM and ITOM solutions referencing success stories/anecdotal data.

**Qualifications**
- At least 7+ years of business analyst, ITAM & 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, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems
- Strong understanding with leading IT and related systems and tools such as Flexera, SNOW Software, BMC, Microsoft, SCCM along with experience with Oracle, IBM, Adobe and Microsoft licensing models.
- Understanding of end-to-end procurement, request, allocation & reclamation process flows
- Ability to interact with customers in regard to contract management
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
- Proven team player and team builder
- Comfortable speaking as industry expert for IT Operations and IT Asset Management
- Certified in ServiceNow Software, Hardware and Enterprise Asset, Discovery, Service mapping, Event Management a plus
- Leader and evangelist for ServiceNow Software, Hardware and Enterprise Asset
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural