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Senior Customer Success Architect

2 months ago

Waltham, United States ServiceNow Full time
Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across 1-5 customers. The over-riding objective for the Success Architect will be to improve Customer Outcomes at these accounts leading to customer's product adoption and value realization.

An ideal candidate will have achieved a senior level position and successful track record in management consulting, solution consulting, and/or industry consulting focused on digital, technology and organizational transformation. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

Drive customer success at 1-5 enterprise customers

Cultivate trusted advisor status with executive customer stakeholders

Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers

Understand customer strategic goals and contribute to customer roadmap development aligned with the customer’s product adoption strategy

Execute winning co-delivery models

Define, realize, and benchmark business value

Develop relationships with ecosystem partners in order to deliver exceptional customer success

Develop implementation strategies and readiness process to accelerate time to value

Experience with creating and refining operating model governance

Maintain account level relationships in order to support clear value proposition within the account

Participate in account delivery governance

Advocate/champion ServiceNow's best practices

Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized

Deliver high customer CSAT metrics for assigned accounts

Qualifications

To be successful in this role you have:

Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream

12+ years progressive experience as part of a professional services organization; or equivalent education/experience

Knowledge and experience with multiple ServiceNow product suites greatly preferred

Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations

Proven track record at Fortune 100-1000 accounts

Understanding of issues and goals driving digital transformation across industry

Depth in digital transformation design, implementation, and management

Experience in the healthcare/life sciences industry

IT, HR, CSM or GBS Transformation experience

Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO and business line leaders

Proven ability to build trust across multiple layers within a customer

Experience identifying goals and solving challenges

Experience serving as part of a client account leadership team

Experience expanding offerings with clients

Experience integrating with other account functions in developing account strategies and Customer Outcomes plans

Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's

5+ years large program experience (multi-tracked, OCM)

Experience managing outcomes to a CxO position

Co-Delivery experience with Big 4, large SI's

FD21

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

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 talent.acquisition@servicenow.com 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. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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