Job Title: Product Excellence Manager (OT)
Location – France/ Europe/Remote
Description
ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.
To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo. People who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.
What you get to do in this role:
- Be part of the Operational Technology (OT) Product Excellence team that is responsible for ensuring our customers’ success with ServiceNow’s OT products
- Be the focal point of contact/coordination for customer programs and events with Product Excellence
- Develop a deep understanding on customer use cases and success outcomes
- Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
- Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
- Build a strong base of referenceable customers and contacts within your assigned portfolio
- Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
- Primary ownership and accountability for ensuring customer satisfaction, and retention of the assigned customers
- Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
- Uncover and mitigate any risk that threatens your assigned customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly
- Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
- Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback
- Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.
- Mentor field resources in implementation methodology, configuration, and best practices for the OT application suite
- Communicate effectively with people having a broad range of technical knowledge (internal, partners and customers, implementation specialists/engineers)
- Drive the continuous improvements of our implementation methodology based on client experiences
- Act as the voice of our customers, conveying needs and issues internally across departments