Principal Success Architect - job 1 of 3

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

What you get to do in this role:

The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across. 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.

An ideal candidate will have achieved a senior level position and successful track record in management consulting, solution consulting, and/or industry consulting focused on digital, technology and organizational transformation. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

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 aligned with the customer’s product adoption strategy

Execute winning co-delivery models

Define, realize, and benchmark business value

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

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, CSM or GBS Transformation experience

Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO and business line leaders

Proven ability to build trust across multiple layers within a customer

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

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.