Senior Customer Success Architect

2 weeks ago


Austin Texas, United States ServiceNow Full time
Position Overview:

The Principal Success Architect for Customer Outcomes is responsible for establishing and nurturing executive-level relationships across a select group of enterprise clients.

The primary goal of the Success Architect is to enhance Customer Outcomes at these accounts, driving product adoption and ensuring the realization of value from our solutions.

Key Responsibilities:

1. Drive customer success initiatives for 1-5 major enterprise clients.

2. Build and maintain trusted advisor status with key executive stakeholders.

3. Attain expertise in ServiceNow's value methodology and conduct regular value assessments with clients (at least quarterly).

4. Gain a deep understanding of customer strategic objectives and assist in the development of their roadmaps.

5. Implement effective co-delivery models for optimal results.

6. Forge partnerships with ecosystem partners to enhance customer success delivery.

7. Design implementation strategies and readiness processes to expedite time to value.

8. Experience in developing and refining governance for operating models.

9. Maintain strong account-level relationships to support a clear value proposition.

10. Engage in account delivery governance activities.

11. Advocate for and promote ServiceNow's best practices.

12. Provide insights on optimizing advisory, expert services, and co-delivery efforts.

13. Achieve high customer satisfaction metrics for assigned accounts.

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