Principal Success Architect

1 month ago


Waltham, Massachusetts, United States ServiceNow Full time

About the Role

We are seeking a highly experienced Customer Outcomes Senior Success Architect to join our Customer Outcomes team. As a key member of our team, you will be responsible for developing C-level executive relationships and relationship management across 1-3 customers.

The overriding objective for the Success Architect will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account.

Key Responsibilities

  • Develop executive relationships with CIO, CFO, CHRO and business leaders
  • Understand goals and develop customer roadmap
  • Execute winning co-delivery models
  • Develop relationships with ecosystem partners
  • Develop implementation strategies and readiness process to accelerate time to value
  • Establish delivery operating model governance
  • Maintain account level relationships for 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
  • Provide high customer satisfaction metrics for assigned accounts

Requirements

  • 8+ years progressive experience as part of a professional services organization; or equivalent education/experience
  • Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Experience at F1000 accounts
  • Understanding of goals driving digital transformation across industry
  • Depth in digital transformation design, implementation, and management
  • Expertise in one industry, knowledge in one or two additional industries
  • IT, HR, and GBS Transformation experience
  • 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 implementation 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
  • Knowledge of ServiceNow - minimal, experience with multiple ServiceNow product suites
  • Experience within the Federal space. Clearances are a plus


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