Senior Product Success Manager

Job Title: Senior Product Excellence Manager - SecurityLocation UK/EMEADescription ServiceNow is changing the way people work. With a service-orientation toward the activities tasks and processes that make up day-to-day work life we help the modern enterprise operate faster and be more scalable than ever before.Were disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. Were now applying that disruptive thinking to the way people work on information security problems. We are seeking a Customer Excellence Manager that wants to address challenges in security and threat detection and help customers achieve quick wins while jointly developing a longer-term success strategy. We need someone that is driven and results-oriented who can work collaboratively to help prove out our technology and accelerate adoption for customers of ServiceNows rapidly growing Security Business Unit. What you get to do in this role:     Be part of the SecOps Product Excellence team that is responsible for ensuring our customers success with ServiceNows SecOps products.     Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.     Mentor field resources in implementation methodology configuration and best practices for the SecOps application suite.     Help customer jump start the implementation and adoption of ServiceNow SecOps Products.    Work closely with customers Product Management Sales and Professional Services to understand customer goals and outcomes as well as define success criteria.    Define success plans jointly with customers and key stakeholders to deliver high value outcomes.    Apply our customer maturity model to facilitate customer enablement consumption and growth in a phased and effective manner.    Drive customer success and help them to get the outcomes through the entire life cycle to ensure adoption growth and renewal.    Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.    Work in close coordination with the Alliances & Channels team to verify partner quality and Customer Outcomes to communicate with executives.    Act as the voice of our customers conveying needs and issues internally across departments.    Serve as a leader among peers providing guidance on customer engagements internal relationship-building and long-term team strategy.    Prioritize input from customers Sales and partners to Product Management to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmap    Resolve customer escalations and restore customers path to success.    Foster the customer community through direct engagement content development and webinar delivery in partnership with Scale Product Excellence.    Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time as well as port back selected solutions into general releases.     Handlecustomer issues that are unable to be solved by Support or professional services.     Build trusted customer relationships by coupling deep product expertise with constructive customer engagement.    Act as the voice of our customers conveying needs and issues internally across departments.Qualifications :   What you need to be successful in this role 8 years of experience in a B2B client-facing role (Customer Success Professional Services Sales Account Management).Experience working with Enterprise customers on their SecOps journey.Understanding SecOps business problems and experience in managing customer stakeholders in large SecOps implementations.Experience with Banking and Financial Services customers is desirable.Extensive hands-on experience with one or more leading SecOps products.(Experience with ServiceNow SecOps products is desirable but not required)A deep sense of empathy for the customer and genuine passion in helping them succeed.Exceptional communication skills able to provide clear & concise guidance through emails over the phone or in person with a casual and confident tone.Persuasive enough to convey critical ideas to all level of the Customer and ServiceNow organizations representing views supported by both objective and subjective evidence.Innately understand how to balance advocacy for the company and the client.Proven experience in defining and deploying to be best practice SecOps processes and in identifying solutions from a people process and technology perspective. A deep sense of empathy for the customer and genuine passion in helping them succeed.Demonstrated ability to influence and consult (providing options with pros cons and ESGs) 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.A track record of distilling customer needs from leaders (including CXO roles) in order to provide guidance and directionProven ability to influence and consult successfully on the subject of digital transformation and PaaS based application developmentExperience leading implementations/owning for other CRM products(e.g. Salesforce SAP Siebel )Experience working with customers across various industry verticals (Financial Services Government Healthcare Energy etc.)ServiceNow Certified Implementation Specialist for Customer Service Management Field Service Management and any additional platform based certifications are a benefit (Flow designer Service Portal Now Intelligence products etc.)Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio Word and PowerPoint).Strong interpersonal skills customer centric attitude ability to deal with cultural diversity.Proven team player and team builder.Degree or equivalent preferably in Information Technology and proven experience in technical consulting roles. Travel: less than 20% annuallyWe provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.     Additional 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