What you get to do in this role:
The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across 1-5 customers. The over-riding objective for the Success Architect will be to improve Customer Outcomes at these accounts leading to customer's product adoption and value realization.
- Drive customer success at 1-5 enterprise customers
- Cultivate trusted advisor status with executive customer stakeholders
- Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
- Understand customer strategic goals and contribute to customer roadmap development
- Execute winning co-delivery models
- Develop relationships with ecosystem partners in order to deliver exceptional customer success
- Develop implementation strategies and readiness process to accelerate time to value
- Experience with creating and refining operating model governance
- Maintain account level relationships in order to support clear value proposition within the account
- Participate in account delivery governance
- Advocate/champion ServiceNow's best practices
- Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
- Deliver high customer CSAT metrics for assigned accounts
Requirements
To be successful in this role you have:
- Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
- 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
- Knowledge and experience with multiple ServiceNow product suites greatly preferred
- Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
- Proven track record at Fortune 100-1000 accounts
- Understanding of issues and goals driving digital transformation across industry
- Depth in digital transformation design, implementation, and management
- Experience in the healthcare/life sciences industry
- IT, HR, or GBS Transformation experience
- Experience building executive relationships with CIO, CFO, CHRO and business line leaders
- Experience identifying goals and solving challenges
- Experience serving as part of a client account leadership team
- Experience expanding offerings with clients
- Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
- Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's
- 5+ years large program experience (multi-tracked, OCM)
- Experience managing outcomes to a CxO position
- Co-Delivery experience with Big 4, large SI's
FD21
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