Principal Product Success Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee the resolution of intricate, high-stakes, and prominently visible global customer scenarios.

• Spearhead strategic HRSD adoption customer initiatives.

• Formulate and implement strategies to accelerate time-to-value for CBS and HRSD offerings.

• Facilitate the adoption of related ServiceNow products within Core Business Workflow.

• Act as the main escalation point for urgent customer issues that remain unresolved by Support, Expert Services, or Impact teams.

• Collaborate with Product Management and R&D to deliver field insights and shape the HRSD product roadmap.

• Serve as a key stakeholder and primary advocate for the HRSD ecosystem.

• Create and present recovery strategies for at-risk accounts.

• Utilize Product Excellence tools and AI-driven insights to identify at-risk HRSD accounts.

• Organize targeted interventions, D&L mitigation strategies, and customized enablement plans.

• Foster alignment among the Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.

• Lead early adoption and pilot initiatives for new CBW and HRSD product launches.

• Conceptualize and develop AI-driven strategies that align with the product roadmap.

• Amplify specialized knowledge to support and enhance the capabilities of the Customer Experience Group, Expert Services, and Partner organizations.

⛳️ Requirements

• Proven experience in leveraging or critically assessing the integration of AI into work processes, decision-making, or problem-solving.

• A minimum of 5 years of overall experience with the ServiceNow platform.

• At least 3 years in a technical or techno-functional role that involves direct customer interaction.

• Experience in delivering ServiceNow HRSD product implementations for large enterprises.

• Desired: ServiceNow Certified System Administrator certification.

• Desired: Other ServiceNow Certified Implementation Specialist certifications, such as CTA.

• Strong understanding of the ServiceNow platform.

• Capability to resolve technical challenges and comprehend process nuances and KPIs that are critical to customers' HR operations.

• Experience in shaping strategic initiatives that span multiple business units.

• In-depth expertise in the platform and HRSD products along with customer insights.

• Demonstrated ability to lead large-scale, complex HRSD initiatives in global enterprise settings.

• Extensive knowledge and active engagement in the HR industry.

• Exceptional communication and interpersonal skills.

• Strong analytical and problem-solving capabilities.

• Ability to perform effectively in a fast-paced, dynamic environment.

• Familiarity with Agile methodologies and experience working in Agile settings.

• Capacity to work both independently and collaboratively within a team.

• Experience collaborating with cross-functional teams, including product, process owners, engineers, sales, and marketing professionals.

• Customer-centric mindset with a dedication to delivering high-quality results.

• Proven history of driving business growth and enhancing customer satisfaction through innovative technology solutions.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time-off plan.

• Family leave programs.

• Flexible or remote work arrangements based on job nature and assigned location.

• Support for reasonable accommodations during the application process.