Senior Product Success Manager

What you get to do in this role:Be the focal point of contact & coordination for customer programs & events with Product Excellence 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 suiteAdvise customers in their efforts to take advantage of the ServiceNow IT Asset Management Solutions standard capabilities in their efforts to improve their IT processesLead customer design workshops focused on ServiceNow Platform and IT Asset Management Solution technologyGuides and provides ad-hoc oversight/trainingAdvise 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/initiativesProvide 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 ServiceNows ITAM (Software Asset Management Hardware Asset Management Cloud Insights) SolutionsMentor field resources in implementation methodology configuration and best practices for ITAM applications.Respond to customer questions relating to ServiceNow ITAM 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 platformCollaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needsShare 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 solutions referencing success stories/anecdotal data.  Qualifications :  In order to be successful in this role we need someone who has:At least 5 years of business analyst ITAM practitioner experience for complex highly-capable technologies inclusive of integrations and portalsDemonstrated 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 problemsStrong 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 flowsAbility to interact with customers in regard to contract managementStrong interpersonal skills customer-centric attitude ability to deal with cultural diversity.Proven team player and team builderComfortable speaking as industry expert for IT Asset ManagementCertified in ServiceNow Software Hardware and Enterprise AssetLeader and evangelist for ServiceNow Software Hardware and Enterprise AssetAdditional Information : Work PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Remote Work : NoEmployment Type : Full-time Key Skills Time Management,Data Analytics,Analytical,Agile,Requirement Gathering,Strategic thinking,Visio,Communication,Problem Solving,Market Research,UML,Cross Functional Teams Experience: years Vacancy: 1