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Senior Customer Success Architect

2 months ago

Watertown, Massachusetts, United States ServiceNow Full time

Position Overview

The Senior Customer Success Architect will play a pivotal role in fostering and nurturing executive-level relationships while managing a select number of high-profile clients. The primary goal of this position is to enhance Customer Success, driving product utilization, renewals, and the expansion of ServiceNow solutions within these key accounts.

Key Responsibilities

  • Manage 1-2 high-value accounts
  • Build and maintain robust relationships with C-suite executives, including CIOs, CFOs, and CHROs
  • Analyze business goals and create tailored customer roadmaps
  • Identify, measure, and communicate business value
  • Design and implement effective co-delivery models
  • Establish connections with ecosystem partners
  • Formulate implementation strategies to expedite value realization
  • Set up governance frameworks for delivery operations
  • Maintain strategic relationships to ensure a compelling value proposition
  • Engage in account delivery governance
  • Promote ServiceNow best practices
  • Provide thought leadership on optimizing advisory and expert services
  • Achieve high customer satisfaction metrics for assigned accounts

Qualifications

  • Bachelor's degree or equivalent experience
  • At least 7 years in a leadership role within management consulting at a leading firm, with a focus on technology-driven transformations
  • Demonstrated success with Fortune 50-500 clients
  • Comprehensive understanding of digital transformation challenges across various industries
  • Expertise in the design, implementation, and management of digital transformation initiatives
  • In-depth knowledge of one industry, with familiarity in one or two additional sectors
  • Experience in middle and back office functions
  • Background in IT, HR, and Global Business Services transformations
  • Strong relationships with C-suite executives and business leaders
  • Proven ability to identify business objectives and address challenges
  • Experience as part of a key client account leadership team
  • Track record of expanding service offerings with clients
  • Successful integration with other account functions to develop and execute Customer Success strategies
  • Experience in building co-delivery partnerships with major consulting and technology firms
  • 5+ years of experience managing large-scale programs
  • Accountability for outcomes at the CxO level
  • Co-delivery experience with leading consulting firms
  • Familiarity with ServiceNow products is advantageous
  • Fluency in French is required