Senior Product Success Manager
- Hyderabad, Telangana
- Permanent
- Full-time
- 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.
- Help customer head start the implementation and adoption of ServiceNow GRC Products
- 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.
- 8+ years of experience in a B2B client-facing role (Business Consulting, Professional Services, Solution Architecture).
- Proven experience in defining and deploying 'to be' best practice GRC processes and in identifying solutions from a people, process, and technology perspective
- Strong understanding and experience with leading GRC toolsets such as ServiceNow, OneTrust, MetricStream, RSA Archer, BWise, and SAP.
- Experience with Enterprise (non-IT) use cases like Operational Risk and Corporate Compliance is desirable
- Extensive hands-on experience with one or more leading GRC products.
- Familiarity with frameworks like COSO, COBIT, NIST, ISO and SOX, GDPR regulations are preferred.
- Solid experience in requirements gathering, including experience in creating process mapping documentation
- Proven experience in driving process improvement recommendations in a Shared Services environment
- Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
- Experience in analyzing and recommending GRC management strategies based on business priorities
- Prior experience of implementing /configuring ServiceNow platform is preferred
- Prior experience in using scripting language (any of PowerShell, ssh, python, javascript. Xpath, Exhibits), web technology and the ability to learn new technology
- Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
- A degree or equivalent, preferably in Information Technology or Cyber Security (preferred)
- Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, and evolving business needs, etc.
- Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles