Principal Product Excellence Manager

About the role

Join the Product Excellence team at ServiceNow and shape the future of Core Business Transformation. In this role, you will work cross-functionally to guide customers through their Source-to-Pay (S2P) journey and ensure successful product deployments.

Responsibilities

• Oversee and manage Vanguard customer programs and deployment pipelines.
• Act as a key member of the implementation team to ensure customer success and resolve issues.
• Influence inbound product strategy by bringing pain points and use cases back to engineering teams.
• Develop and manage reference activity, including case studies and video testimonials.
• Monitor customer success metrics, adoption scores, and proactively address health issues.
• Collaborate with Sales, Marketing, and Global Partners to address market needs and partner gaps.

Qualifications

• 10+ years of experience in customer-facing roles such as product management, customer success, or systems consulting.
• Demonstrated expertise in Source-to-Pay procurement, supplier lifecycle management, and contract management.
• 6+ years of experience partnering with executive business stakeholders.
• Experience positioning or implementing AI-powered solutions, including GenAI.
• Strong ownership, hands-on execution skills, and excellent communication abilities.