Role Description What you get to do in this role: - Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs. - Develop a deep understanding on customer use cases and success outcomes. - Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services. - Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues. - Build a strong base of referenceable customers and contacts within your assigned portfolio. - Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary. - Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts. - Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle. - Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly. - Ensure ongoing adoption by the customers of the continuously innovating within our products. - Act as the liaison between Product Management and our Customers with a focus on feature collaboration. - Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU. Qualifications - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - 13+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager. - Strong Telecom domain and industry knowledge and familiarity with industry standards such as TM Forum, MEF etc. - Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies. - Fanatical about customer success and tenacious at driving long-term customer value. - Highly data-driven with commitment to drive customer engagement towards business outcome and value realization. - Excellent verbal and written communication skills, including the ability to chair sessions and host webinars. - Must be able to travel up to 25% annually. 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. - Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. - Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. - Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.

• Take defined initiatives and own them through execution and delivery. • Learn each product's domain quickly and work directly with customers and business stakeholders to capture the context behind clear requirements. • Define the MVP for each initiative: scope the smallest release that delivers real value, and sequence what comes next. • Translate requirements into user stories, acceptance criteria, process flows, and development specs. • Build full, high-fidelity prototypes that look and behave like the real product to align delivery teams and stakeholders. • Lead the day-to-day delivery rhythm with developers and keep stakeholders updated on progress, blockers, and risks. • Build, prioritize, and maintain sprint-ready backlogs, and support testing, demos, and defect tracking.

• Own the product strategy and roadmap for a net-new product area, building capabilities that streamline workflows and improve the medication journey and outcomes. • Lead zero-to-one initiatives that bring automation, intelligence, and operational efficiency into complex healthcare processes. • Oversee the end-to-end product development lifecycle—from discovery and validation through launch and ongoing optimization—using real-world performance data and user behavior insights. • Design solutions that address key healthcare workflow challenges, including documentation requirements, clinical data capture, rule variation across stakeholders, submissions, follow-up workflows, exception handling and communication with patients. • Own product analytics for your domain, including defining success metrics such as cycle times, drop-off points, throughput, and workflow efficiency. • Partner closely with engineering teams to deliver high-quality product features, write PRDs, translate market needs into clear requirements, and mitigate risks to meet milestones. • Collaborate cross-functionally with operations, customer success, and commercial teams to ensure solutions align with real-world customer workflows, desired patient experience and market dynamics. • Define and measure end-to-end program impact, ensuring product insights directly inform roadmap, prioritization, and strategic investment. • Own the integration of this product area into TailorMed’s broader product ecosystem, driving cohesion and consistency across platforms.

• Own a meaningful area of Mitratech’s AI program end to end—from strategy and roadmap through delivery to production and general availability against committed dates. • Turn ambiguous, high-stakes problems into clear plans and shipped outcomes, deciding what matters most and driving decisions to closure. • Partner closely with engineering on an AI-dense platform to convert discovery into shipped scope, eliminating the gap between plans and delivery. • Translate customer and early-access feedback into a clear, prioritized view of what to build next. • Keep solutions coherent and reusable across the shared AI platform and the experiences built on top of it, rather than one-off per product. • Represent the product with senior stakeholders and customers, and raise the bar for product craft across the team.