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Principal Success Architect

3 months ago

Austin, 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

What you get to do in this role: 

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.

  • 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
  • Execute winning co-delivery models
  • 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, or GBS Transformation experience
  • Experience building executive relationships with CIO, CFO, CHRO and business line leaders
  • 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

Not sure if you meet every qualification? We still encourage you to apply  We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths.  Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate 

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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