ServiceNow

Principal Product Excellence Manager, Core Business Transformation Products

ServiceNow • $150K — $180K *
US-AnywhereRemote in Orlando, FL
Enterprise Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in customer-facing roles related to product management or implementation.
  • Strong understanding of source-to-pay processes and related application requirements.
  • 6+ years of experience collaborating with executive stakeholders.
  • Experience with AI-powered solutions, including Generative AI or agentic AI.
  • Passionate about customer success with skills in advising and mentoring.
  • Proactive mindset with a focus on execution and ownership.
  • Strong analytical and communication skills with some experience in content development.

Responsibilities

  • Oversee customer programs like Vanguard and manage program pipelines.
  • Coordinate active Vanguard deployments to ensure customer success and issue resolution.
  • Gather customer pain points and opportunities to influence product strategy.
  • Develop case studies and reference materials from customer engagements.
  • Assist pre-sales efforts by connecting reference customers to potential clients.
  • Monitor customer deployments, timelines, and address any partner issues.
  • Create and track customer success metrics, improving scores where necessary.

Benefits

  • Flexible working arrangements, including remote options.
  • Opportunity to work in a highly collaborative environment.
  • Genuine focus on professional growth and customer impact.
  • Travel opportunities to customer sites and events.
  • Engagement with cutting-edge AI solutions in a dynamic industry.
Full Job Description
Job Description

Team

Join the Product Excellence team at ServiceNow and help shape the future of Core Business Transformation! Together we will help customers drive operational excellence and business outcomes across Global Business Services, Hire-to-Retire, Source-to-Pay, Facilities & Corporate Real Estate, and Legal Operations. Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.

Role

The Principal Product Excellence Manager role is extraordinarily collaborative, working not only with Product and Development colleagues but also cross-functionally with Sales, Marketing, Customer Excellence Group, and partner organizations. In this role you will help customers through their Source-to-Pay (S2P) journey, ensuring their successful deployments of Core Business Transformation products to secure customer references.

If you are passionate about customer success, guiding customers and partners as they deploy AI solutions to address business pain points, and developing the success stories that the company will use to make this product successful in market, this role is for you!

What you get to do in this role:
  1. Oversee Vanguard and other customer programs
  • Manage the Vanguard program pipelines to ensure that the product is building a healthy pool of referenceable customers across segments and industries
  • Manage active Vanguard deployments, acting as a member of the implementation team to ensure customers are successful; coordinating any issue resolution with product engineering
  • Bring pain points, use cases, and opportunities back to the inbound product team to influence product strategy on behalf of customers
  1. Develop and manage reference activity
  • Engage Marketing, value teams and other key stakeholders to develop case studies, video testimonials and other reference materials from Vanguard engagements
  • Work with pre-sales to match reference customers with potential customers to help close open opportunities
  1. Support customer and partner onboarding
  • Monitor deployment activity to identify who is implementing, timelines for implementation and un-deployed backlog
  • Work cross functionally with the Global Partners & Channels team to identify where we have partner gaps, and bring issues with partners to resolution
  1. Measure and monitor customers success
  • Develop and monitor key adoption success metrics
  • Measure customer health and adoption scores
  • Proactively identify customers with poor health scores and work with account teams and partners to create a plan to bring those customers to good overall health


Qualifications

To be successful in the role, a candidate should have these qualifications:
  • 10+ years in customer-facing roles across product management, customer success, product success, systems consulting, implementation, product support, or additional related roles
  • Demonstrated ability to source-to-pay procurement, supplier lifecycle management, supplier relationship management, invoice and payment processing, and contract management needs, and to translate those into application requirements that lead the implementation of valuable and effective solutions, aligning to tangible business value
  • 6+ years of experience partnering with executive business stakeholders in customer organizations, preferred
  • Experience positioning or implementing AI-powered solutions, including GenAI or agentic AI capabilities
  • Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement, supplier management, contract governance, and category management
  • Strong sense of ownership with bias toward hands-on execution
  • Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development
  • Candidate must be willing to travel occasionally (up to ~15%) to customer sites and/or ServiceNow events


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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at ServiceNow

More Enterprise Technology Jobs

Find similar Principal Product Excellence Manager, Core Business Transformation Products jobs:

NationwideRemote