Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.
This is a unique opportunity to serve as a highest tier Workplace product expert and lead our strategic Workplace customers on the path of adopting our newest innovation while ensuring they are getting value from our products.
As a member of the Workplace Product Excellence (PEx) team, you will play a critical role in driving adoption and innovation across our Workplace products (Workplace Service Delivery, Health & Safety & Core Business Services, with a focus on accelerating AI-powered capabilities. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. Additionally, you will lead customer programs and monitor customer health to support value realization, renewals, and advocacy. You will have a broad impact by scaling our specialized knowledge to support and upskill the Customer Experience Group (CEG), Expert Services, and Partner organizations.
What you get to do in this role:
Lead strategic Workplace adoption via customer engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization
Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for WSD, H&S and CBS suites and support adoption of adjacent ServiceNow products in Core Business Workflows
Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation for our CBW products
Workplace Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the CBW / Workplace ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration
At-Risk Account Recovery: Develop and deliver on strategies to support higher retention rates for Workplace accounts requiring remediation or strategic attention
Mitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk Workplace accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success
New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new Workplace product releases, collaborating with product teams to validate use cases and drive successful outcomes