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Lead Customer Success Architect

2 months ago

San Diego, California, United States ServiceNow Full time
Job Overview

Join our esteemed Customer Outcomes team, dedicated to enhancing platform utilization and driving superior customer results. We achieve this through a comprehensive suite of services, executed by exceptional consultants, leveraging our network of partners, proven methodologies, and tools developed from extensive customer engagement experiences.

Key Responsibilities:

The Principal Success Architect will cultivate executive-level relationships and manage interactions across 1-3 key clients. The primary goal for the Success Architect is to elevate Customer Outcomes at these designated accounts, fostering product adoption, renewals, and the expansion of ServiceNow solutions.

  • Oversee 1-3 large enterprise accounts
  • Build relationships with C-suite executives such as CIO, CFO, CHRO, and other business leaders
  • Assess client objectives and formulate a strategic roadmap
  • Implement effective co-delivery models
  • Forge connections with ecosystem partners
  • Design implementation strategies and readiness processes to expedite value realization
  • Establish governance for delivery operating models
  • Maintain account-level relationships to ensure a clear value proposition
  • Engage in account delivery governance
  • Promote ServiceNow's best practices
  • Share insights on optimizing advisory and expert services
  • Achieve high customer satisfaction metrics for assigned accounts

Qualifications:

To excel in this position, candidates should possess:

  • 12+ years of progressive experience within a professional services environment or equivalent education/experience
  • Strong knowledge and experience with various ServiceNow product suites
  • Experience in management consulting at a leading consulting firm, particularly in technology-driven transformations
  • Familiarity with F accounts
  • Insight into the challenges and objectives driving digital transformation across industries
  • Expertise in digital transformation design, execution, and management
  • Specialization in one industry, with knowledge in one or two additional sectors
  • Experience in IT, HR, and GBS transformations
  • Established executive relationships with CIO, CFO, CHRO, and business line leaders
  • Proven ability to identify objectives and address challenges
  • Experience as part of a client account leadership team
  • Track record of expanding service offerings with clients
  • Experience in developing collaborative relationships with major consultancies and technology implementation firms
  • 5+ years of experience managing large programs
  • Experience in managing outcomes at the CxO level
  • Co-delivery experience with major consulting firms

Additional Information:

We prioritize inclusivity and encourage candidates from diverse backgrounds to apply. Unique experiences enhance our team, and a willingness to think innovatively is highly valued.

Equal Opportunity Employer:

ServiceNow is committed to equal opportunity employment. All qualified applicants will be considered for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.