Job Description Job Title: Senior Product Excellence Manager - Security Location – UK/EMEA Description ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. We’re now applying that disruptive thinking to the way people work on information security problems. We are seeking a Customer Excellence Manager that wants to address challenges in security and threat detection and help customers achieve quick wins while jointly developing a longer-term success strategy. We need someone that is driven and results-oriented who can work collaboratively to help prove out our technology and accelerate adoption for customers of ServiceNow’s rapidly growing Security Business Unit. What you get to do in this role: • Be part of the SecOps Product Excellence team that is responsible for ensuring our customers’ success with ServiceNow’s SecOps products. • Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues. • Mentor field resources in implementation methodology, configuration, and best practices for the SecOps application suite. • Help customer jump start the implementation and adoption of ServiceNow SecOps Products. • Work closely with customers, Product Management, Sales, and Professional Services to understand customer goals and outcomes, as well as define success criteria. • Define success plans jointly with customers and key stakeholders to deliver high value outcomes. • Apply our customer maturity model to facilitate customer enablement, consumption, and growth in a phased and effective manner. • Drive customer success and help them to get the outcomes through the entire life cycle to ensure adoption, growth, and renewal. • Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement. • Work in close coordination with the Alliances & Channels team to verify partner quality and Customer Outcomes to communicate with executives. • Act as the voice of our customers, conveying needs and issues internally across departments. • Serve as a leader among peers, providing guidance on customer engagements, internal relationship-building and long-term team strategy. • Prioritize input from customers, Sales, and partners to Product Management to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmap • Resolve customer escalations and restore customers’ path to success. • Foster the customer community through direct engagement, content development, and webinar delivery in partnership with Scale Product Excellence. • 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. • 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.