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Principal Client Success Strategist

2 months ago

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

Join our dynamic Customer Outcomes team, dedicated to enhancing platform utilization and optimizing client results. We achieve this through a comprehensive suite of services, delivered by exceptional consultants, leveraging our partner ecosystem, industry-leading practices, methodologies, and insights gained from numerous client engagements.

Key Responsibilities:

  • Manage relationships with 1-3 major enterprise clients
  • Establish executive connections with CIOs, CFOs, CHROs, and key business leaders
  • Assess client objectives and formulate a tailored roadmap
  • Implement effective co-delivery models
  • Foster partnerships with ecosystem collaborators
  • Design implementation strategies and readiness processes to expedite value realization
  • Establish governance for delivery operating models
  • Maintain strong account-level relationships to ensure a clear value proposition
  • Engage in account delivery governance
  • Promote ServiceNow's best practices
  • Share expertise on optimizing advisory and expert services
  • Achieve high customer satisfaction metrics for assigned accounts

Qualifications:

  • 12+ years of progressive experience in a professional services environment or equivalent education/experience
  • Preferred knowledge and experience with various ServiceNow product suites
  • Background in management consulting at a leading firm, focusing on technology-driven transformations
  • Experience with Fortune 500 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 CIOs, CFOs, CHROs, and business line leaders
  • Proven ability to identify goals and address challenges
  • Experience as part of a client account leadership team
  • Track record of expanding service offerings with clients
  • Experience in developing account strategies and Customer Outcomes plans
  • History of building co-delivery partnerships with major consultancies and technology firms
  • 5+ years of experience managing large-scale programs
  • Experience delivering outcomes to C-level executives
  • Co-delivery experience with major consulting firms

Compensation and Benefits:
We offer a competitive compensation package, including base salary, equity (where applicable), variable compensation, and comprehensive benefits. Our benefits include health plans, flexible spending accounts, a 401(k) plan with company match, employee stock purchase plans, and family leave programs.

Inclusivity:
We encourage candidates from diverse backgrounds to apply, as unique experiences enrich our team.

Equal Opportunity Employer:
ServiceNow is committed to creating a diverse environment and is proud to be an equal opportunity employer.