Job Description

Company Description At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can\'t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500 , and we\'re proud to be one of FORTUNE 100 Best Companies to Work For and World\'s Most Admired Companies . Learn more on and about their experiences working at ServiceNow. Unsure if you meet all the qualifications of a job description but are deeply excited about the role We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates. This is a unique opportunity toserve as a product expert in the definition and execution of product adoption and growth success motions withinone of the largest product lines at one of the largest and fastest growing enterprise SaaS companies in the world. As a member of the ITSM Product Success team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will drive customer programs, monitor customer health, and act as an expert for our Customer Success and Professional Services teams. What you get to do in this role: Act as an advocate, trusted advisor, and honest broker to accelerate the customer\'s adoption journey of ServiceNow DevOps products. Work on early-stage products and drive adoption with a personal touch for early customers. Jointly define expected outcomes with our customers and ensure that they have realized value from the solution. Act as a subject matter expert for DevOps practices and ServiceNow DevOps products. Must also advise on best practices and continue to expand that knowledge across each major release. Work with Customer Success to understand and apply customer maturity model to drive with product adoption in a phased and operational manner, while reducing risk of unrealized value. Maintain active customer conversations as required through (account executive team lead and or customer success team) AE / periodic, consistent engagement for top accounts or selected early adopter accounts. Guide customer conversations, lead best practice workshops (as needed) and troubleshoot issuesduring critical product adoption escalations. Work closely with ITSM Product Management, Product Engineering, andat-riskCustomers on aregular cadence. Act as the voice of our customers, conveying needs and issues internally across departments. Prioritize input from customers,sales,customer outcomes, andpartners tothe BU to ensure customer feedback is fully represented in our Go To Market process and productsinvestment planning. 20-30% of travel involved. Qualifications To be successful in this role, we need someone who has: 6+ years in a customer-facing role as a Solution Architect, Technical/Process Consultant or similar role Prior experience of working in a DevOps environment or with DevOps tools preferred. Strong technical skills and can roll up their sleeves to fix technical challenges if needed. Expert problem-solving skills and enjoys untangling complex problems. Strong desire to learn new products and features is a must. Passion for customer success and is tenacious about advising, coaching, and mentoring customers on our technology to drive long-term value. Highly data-driven with commitment to drive customer engagement towards business outcome and value realization. Experience driving cross functional alignment and leading customers engagements. Enjoys working in a fast-paced environment. For positions in the Bay Area, we offer a base pay of $152,000 - $266,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. Additional Information ServiceNow is an Equal Employment 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 law. At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance. For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government. Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the . From Fortune. 2022 Fortune Media IP Limited All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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