Portfolio Success Manager

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ServiceNow is looking for a Portfolio Success Manager (PSM).

You will be part of ServiceNow’s post-sales organization where our purpose is to accelerate platform adoption and improve our customers outcomes.

This is a primarily internal role where you get to drive success for a portfolio of customers in collaboration with our Sales, Go-to-Market teams (GTM).

What you get to do in this role:

The PSM will drive product adoption, reduce attrition, and identify opportunities for expansion of ServiceNow offerings.

The overriding objective will be to analyse customer adoption, usage data, health indicators, renewal dates, growth opportunities and risk indicators across your portfolio and drive appropriate actions to address, ultimately accelerating our customers path to value.

You will Onboard new ServiceNow customers and existing customers who have purchased new products ensuring that that are set up for success from day one.

You will utilise your ServiceNow knowledge and broad technical awareness to provide prescriptive guidance to GTM teams to address issues you have highlighted.

You will highlight continuing issues and risks to appropriate leadership with a view to helping them drive growth and reduce attrition.

You will own and drive issues to resolution via negotiation, influence and objection handling with senior executives.

You will identify opportunities for the account team to position ServiceNow’s Impact products.

You will develop relationships across all the teams that deliver to your portfolio of accounts, including ServiceNow Sales and its’ Partners.

You will collaborate with Sales & Partner teams to ensure appropriate implementation approachin place to maximize your customer's success.

Monitoring all the appropriate signals you will act promptly and appropriately to ensure that the right resources and functions are deployed to ensure the success of your customer and the wider ServiceNow.

To be successful in this role you have:

5+ Years’ experience in Customer Success / Account Management (Sales / Customer Journey / Value Realisation experience)

Proven ability to build and maintain matrixed relationships, collaborate, and influence:

internally within ServiceNow

with all levels up to C-Suite in customers

with key stakeholders within the partner eco-system

Proven and demonstrable Project & Program Management experience

Fanatical about customer success and tenacious at driving long-term customer value and product adoption.

The proven and demonstrated ability to deal with ambiguity.

ServiceNow practical experience

ServiceNow technical knowledge, with certifications

Ability to explain the ServiceNow platform and workflows

ServiceNow deployment / implementation experience (or similar SaaS platform)

Customer on-boarding experience

Fluent in English

Ability to come into our San Diego office 2-3 days a week

FD21

For positions in California (outside of the Bay Area), we offer a base pay of $84,200 - $139,000, 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. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for 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. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) 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 [email protected] 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.

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