This is a unique opportunity to serve as a highest tier ITSM product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products.As a member of the ITSM Product Excellence team, you will work directly with customers to enhance their overall experience with our products and make them successful, happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams.What you get to do in this role:Support Customer Implementations: Lead/Contribute to the successful delivery of ITSM projects for global customers, ensuring blockers are addressed promptly and satisfaction remains high.Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes.Assist with Escalations: Work with cross functional teams to resolve customer issues that cannot be addressed through standard support channels.Escalation Management: Serve as an escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams.Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability.New Product Introduction: Be the first in the industry to learn and drive customer implementations for our newest products, capturing deployment best practices and critical product learnings.Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement.Enablement Support: Contribute to training materials, guides, and reusable assets to support implementation teams and partners.Cross-Functional Teamwork: Work closely with customer excellence, support, and delivery teams to ensure alignment on project goals and outcomesMitigate renewal risk: Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights, coordinating targeted interventions, D&L mitigation strategies, and tailored enablement plans. Drive alignment across Customer Excellence Group, Sales, and Product teams to ensure value realization and renewal success.
