Senior Product Success Manager

• Region: EMEA - Europe, Middle East and Africa
• Work Persona:
  Flexible or Remote

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Location –UK/EMEA

Service Now, 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.

• Be part of the Risk Product Excellence team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Be the champion of Risk products to the customer, providing product guidance and driving adoption.
• Engage and collaborate closely with the Service Now R&D teams on escalated technical issues.
• Be a key member of the overall implementation partner team.
• Prepare client facing and internal deliverables that are industry leading and technology related.
• Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite.
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.
• Drive the continuous improvements of our implementation methodology based on client experiences.
• Up to 30% travel annually.

• Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Communicate effectively with people having a broad range of technical knowledge. (Internally, partners and customers, directors to implementation specialists/engineers)
• Collect customer requirements, use cases, and requests from the field for product feature sets.
• Explore new cutting-edge technologies for potential incorporation into different products.
• Develop best practice protocols based on experience collected from customer implementations.
• 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.
• Handle customer issues that are unable to be solved by Support or professional services.
• Document a problem and solution in an after-action report that can be used to prevent future occurrences.

• Proven experience in defining and deploying 'to be' best practice GRC processes and in identifying solutions from a people, process and technology perspective.
• Strong understanding and experience with leading GRC toolsets such as Service Now, IBM RSA Archer, BWise, and SAP.
• Solid experience in requirements gathering, including experience in creating process mapping documentation.
• Proven experience in driving process improvement recommendations in a Shared Services environment.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint).
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought…