Principal Product Success Manager – HRSD

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

📋 Description

• Act as a top-tier expert in HR Service Delivery (HRSD) products.

• Guide strategic HRSD clients in embracing new innovations and achieving product value.

• Facilitate the resolution of intricate, high-impact global customer issues.

• Develop and implement strategies to minimize time-to-value for CBS and HRSD solutions.

• Assist in the adoption of related ServiceNow Core Business Workflow products.

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

• Collaborate with Product Management and R&D to offer field insights and influence the product roadmap.

• Act as a key stakeholder and chief advocate for the HRSD ecosystem.

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

• Identify at-risk HRSD accounts utilizing Product Excellence tools and AI-driven insights.

• Coordinate focused interventions, D&L mitigation strategies, and customized enablement plans.

• Align Customer Excellence Group, Sales, and Product teams to support value realization and renewals.

• Lead initial adoption and pilot initiatives for new CBW and HRSD releases.

• Work with product teams to validate use cases and ensure successful outcomes.

• Shape AI-driven strategies that align with the product roadmap.

• Expand specialized knowledge to support and enhance CEG, Expert Services, and Partner organizations.

⛳️ Requirements

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

• A total of 5+ years of experience with the ServiceNow platform.

• At least 3 years in a technical or techno-functional role facing customers.

• Experience in implementing the ServiceNow HRSD product line for large organizations.

• ServiceNow Certified System Administrator certification is preferred.

• Additional ServiceNow Certified Implementation Specialist certifications are preferred, such as CTA.

• Strong knowledge of the ServiceNow platform.

• Capability to resolve technical issues and comprehend HR operations processes and KPIs.

• Experience in shaping strategic programs across various business units.

• In-depth knowledge of the platform and HRSD products.

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

• Extensive expertise and active involvement in the HR industry.

• Exceptional communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Capability to thrive in a fast-paced, dynamic environment.

• Familiarity with Agile methodologies and experience in an Agile setting.

• Ability to work autonomously as well as collaboratively within a team.

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

• Customer-oriented mindset with a commitment to delivering high-quality results.

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

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company matching.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.

• Flexible or Remote work options.