Senior Customer Success Architect

3 weeks ago


Watertown, Massachusetts, United States ServiceNow Full time
Customer Success Principal Architect

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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