Company Description

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 — ServiceNow 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.

Job Description

Job Title: Senior Product Excellence Manager - Security
Location – UK/EMEA
Description
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.

We’re 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.
We’re 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 ServiceNow’s 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 ServiceNow’s 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.
• Handle customer 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 direction
• Proven ability to influence and consult successfully on the subject of digital transformation and PaaS based application development
• Experience 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% annually

We 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 Personas

We 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 Employer

ServiceNow 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 law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We 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 [email protected] for assistance.

Export Control Regulations

For 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.

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