Senior Product Success Manager

Snow Planet

6 - 10 years

7 - 11 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

business process solution architecture sap iso javascript workflow ssh visio information technology python

Work Mode

Work from Office

Job Type

Full Time

Job Description

Be part of the Risk Product Success team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
Handle customer issues that are unable to be solved by Support or professional services.
Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines
ServiceNow IRM application Configuration, Workflow Configuration , Portal Configurations
Development of required client specific reporting
Be a key member of the overall implementation partner team
Prepare client facing and internal deliverables that are functional and technology related
Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite
Lead requirement gathering workshops to identify critical use cases and value-based acceptance criteria
Hep customer to understand and agree out of the box features by product demos and discussion.
Drive the continuous improvements of our implementation methodology based on client experiences
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.
Resolve customer escalations and restore customers path to success.

Responsibilities

Help customer head start the implementation and adoption of ServiceNow GRC Products
Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
Communicate effectively with people having a broad range of technical knowledge. (Internally, partners and customers, directors to implementation specialists/engineers)
Collect customer requirements, use cases, and requests from the field for product feature sets
Explore new cutting-edge technologies for potential incorporation into different products
Develop best practice protocols based on experience collected from customer implementations.
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.
Document a problem and solution in an after-action report that can be used to prevent future occurrences.

What you need to be successful in this role

6+ years of experience in a B2B client-facing role (Business Consulting, Professional Services, Solution Architecture).
Proven experience in defining and depl

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