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Senior Customer Success Architect

2 months ago

Austin, Texas, United States ServiceNow Full time

Company Overview
Founded in 2004 in San Diego, California, ServiceNow has evolved into a leading global provider of innovative AI-driven solutions, serving over 8,100 clients, including a significant portion of the Fortune 500.

About the Role
The Principal Success Architect for Customer Outcomes is responsible for establishing and nurturing C-level executive relationships across a select group of enterprise clients. The primary goal is to enhance customer success, driving product adoption and ensuring value realization.

Key Responsibilities
- Drive customer success initiatives for 1-5 enterprise accounts.
- Establish trusted advisor status with executive stakeholders.
- Master the ServiceNow value methodology and conduct regular value assessments with clients.
- Align with customer strategic objectives and contribute to their roadmap.
- Implement effective co-delivery models.
- Foster relationships with ecosystem partners to ensure exceptional customer outcomes.
- Develop strategies for implementation and readiness to expedite time to value.
- Create and refine governance models for operational excellence.
- Maintain strong account-level relationships to support a clear value proposition.
- Participate in governance for account delivery.
- Advocate for ServiceNow's best practices.
- Provide insights on optimizing advisory and expert services.
- Achieve high customer satisfaction metrics for assigned accounts.

Qualifications
The ideal candidate will possess:
- Experience as a ServiceNow platform owner or managing ServiceNow programs.
- A minimum of 12 years of progressive experience in a professional services environment or equivalent education.
- Extensive knowledge of multiple ServiceNow product suites is highly preferred.
- Background in management consulting with a top-tier firm or experience in the healthcare sector, focusing on technology-enabled transformations.
- Proven success with Fortune accounts.
- Insight into the challenges and objectives driving digital transformation across industries.
- Expertise in digital transformation design, implementation, and management.
- Experience in the healthcare or life sciences sector.
- Familiarity with IT, HR, or GBS transformation initiatives.
- Ability to build executive relationships with CIOs, CFOs, CHROs, and business leaders.
- Skills in identifying goals and addressing challenges.
- Experience as part of a client account leadership team.
- Experience in expanding service offerings with clients.
- Ability to integrate with other account functions to develop strategies and Customer Outcomes plans.
- Experience in developing partnerships with large consultancies and technology implementation firms, including Big 4 and GSIs.
- A minimum of 5 years of experience managing large programs with multiple tracks and organizational change management.
- Experience in managing outcomes at the CxO level.
- Co-delivery experience with Big 4 or large systems integrators.

Additional Information
ServiceNow is committed to fostering an inclusive workplace, welcoming candidates from diverse backgrounds, including those with non-traditional career paths. Unique experiences enrich our team, and we value the willingness to think creatively.

Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration 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.

Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require assistance during the application process, please reach out for support.

Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export control approval from government authorities for certain individuals. All employment is contingent upon obtaining any necessary export licenses or approvals.