Senior Customer Success Architect
3 weeks ago
At ServiceNow, we're on a mission to make the world work better for everyone. As a Customer Success Principal Architect, you'll play a critical role in helping our customers achieve their goals and drive business outcomes.
This is a unique opportunity to join a team of passionate professionals who are dedicated to delivering exceptional customer experiences. You'll work closely with our customers to understand their needs and develop tailored solutions that meet their business objectives.
Key Responsibilities:
Develop and maintain strong relationships with C-level executive customers
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 value reviews 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 to deliver exceptional customer success
Develop implementation strategies and readiness processes to accelerate time to value
Experience with creating and refining operating model governance
Maintain account-level relationships to support clear value proposition within the account
Participate in account delivery governance
Advocate and 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
Requirements:
Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
12+ years of 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 implementation firms, Big 4, GSI's
5+ years of large program experience (multi-tracked, OCM)
Experience managing outcomes to a CxO position
Co-Delivery experience with Big 4, large SI's
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