Senior Product Success Manager

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ServiceNow is looking for a Senior Product Success Manager on the Operational Technology OT Product Excellence team to drive customer value and adoption of OT products. This full time onsite role in Paris with flexible Europe options emphasizes owning customer outcomes, risk mitigation, and renewal while shaping the product roadmap through direct customer feedback. You should bring 5+ years in a B2B customer facing role, deep ITOM OT experience, and familiarity with Purdue Model and ISA 95 EC 62443, plus knowledge of OT protocols and security frameworks. Certifications required include CSA within 60 days and two Implementation Specialist certificates within 90 days, travel less than 10%. To apply, tailor your CV to show measurable success, cite referenceable customers, demonstrate stakeholder influence, and highlight AI and automation work.

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: 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

Qualifications

 What you need to be successful in this role  

5 years of experience in a B2B client facing role (Customer Success, Professional Services, Solution Architecture).

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry. 

Industry domain expertise in ITOM ServiceNow modules. This would cover areas such as event management, discovery, CMDB and Service Graphs Connectors.

Familiarity with Purdue Model and ISA 95 EC 62443 segmentation concepts.

Deep understanding of ICS OT protocols (Modbus, DNP3, IEC 60870 5 104, OPC UA DA, Profinet, EtherNet IP, Siemens S7, BACnet, etc.)

Working knowledge of NERC CIP, NIST CSF, ISA IEC 62443, C2M2 or industry specific frameworks

Understanding of security zoning, segmentation, and zero-trust concepts in OT

Experience configuring network data feeds (mirror ports, taps, ERSPAN) and validating data visibility

Controls engineering or OT network security background a plus.

Success driving complex issues through analysis and resolution. 

Experience working collaboratively. 

ServiceNow certifications in aligned workflow. 

Vast and varied experience across leading Technology software platforms

Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks), while also providing thought leadership to sponsors stakeholders in solving business process and  technical problems

Customer centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success

Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions

Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude

Experience conducting solutions presentations and obtaining customer acceptance to solution design

Strong capabilities in forging trust, engaging a remote or in-person audience

Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams

A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies

ServiceNow Certifications:

Certified System Administrator (required or must be achieved within the first 60 days)

At least 2 relevant Certified Implementation Specialist certifications (required or must be achieved within the first 90 days).

Desired ServiceNow Certifications:

Certified Technical Architect (required or must be achieved within the first 365 days)

Travel  less than 10 percent 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.  

ServiceNow is an equal opportunity employer, committed to building a diverse and inclusive company where employees feel that they belong. This means that individuals seeking employment at ServiceNow are considered without regard to race, color, religion or belief, sex, sexual orientation, gender identity, pregnancy, national original, age, disability, or any other characteristic protected by law. If you are an individual with a disability which

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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