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Principal Success Architect - US Federal

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role: 

The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across 1-3 customers. The over-riding objective for the Success Architect will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account.

  • Service 1-3 large enterprise customers
  • Develop executive relationships with CIO,CFO,CHRO and business leaders
  • Understand goals and develop customer roadmap
  • Execute winning co-delivery models
  • Develop relationships with ecosystem partners
  • Develop implementation strategies and readiness process to accelerate time to value
  • Establish delivery operating model governance
  • Maintain account level relationships for 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
  • Provide high customer sat metrics for assigned accounts

Qualifications

To be successful in this role you have:

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
  • 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
  • Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Experience at F100-1000 accounts
  • Understanding of issues and goals driving digital transformation across industry
  • Depth in digital transformation design, implementation, and management
  • Expertise in one industry, "minors" in one or two additional industries
  • IT, HR, ad GBS Transformation experience
  • 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
  • Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

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 or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. 

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Average salary estimate

$145000 / YEARLY (est.)
min
max
$120000K
$170000K

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What You Should Know About Principal Success Architect - US Federal , ServiceNow

Are you ready to take your career to the next level? Join ServiceNow as a Principal Success Architect for the US Federal sector and make a real impact! Based in beautiful Vienna, Virginia, you’ll become a key player in our Customer Outcomes team, focused on driving platform adoption and enhancing customer experiences. In this role, you’ll have the chance to develop strong C-level relationships with senior executives including CIOs, CFOs, and CHROs, and work closely with 1-3 large enterprise clients. Your efforts will be vital in understanding their business goals, creating tailored roadmaps, and executing co-delivery models that promise successful outcomes. Your expertise in digital transformation and your robust management consulting background will shine as you engage with our ecosystem of partners, ensuring high customer satisfaction and fostering deeper customer relationships. Drawing from your 12+ years of progressive experience, you will implement strategies that expedite value realization for our clients while advocating for ServiceNow's best practices. Each day will offer dynamic challenges and the opportunity to contribute to innovative solutions that shape the future of work. At ServiceNow, we believe in inclusivity and welcome candidates from diverse backgrounds, so don’t hesitate to apply even if you’re unsure that you meet every qualification. This is more than just a job; it’s a chance to join a transformative journey where your contributions can drive change in the world of work.

Frequently Asked Questions (FAQs) for Principal Success Architect - US Federal Role at ServiceNow
What are the key responsibilities of a Principal Success Architect at ServiceNow?

As a Principal Success Architect at ServiceNow, you will focus on improving customer outcomes for 1-3 large enterprise clients. This involves building executive relationships, understanding business objectives, and developing strategic roadmaps to drive adoption and satisfaction with our platform.

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What qualifications are required for the Principal Success Architect position at ServiceNow?

To qualify for the Principal Success Architect role at ServiceNow, candidates should have at least 12 years of experience in professional services, ideally with a focus on technology-enabled transformations. Executive relationship management and expertise in digital transformation are crucial.

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How does the role of Principal Success Architect contribute to customer satisfaction at ServiceNow?

The Principal Success Architect plays a pivotal role in enhancing customer satisfaction by developing tailored strategies for account management and ensuring successful implementations. By advocating for best practices and maintaining leadership engagements, they drive greater value for our clients.

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What industries should a Principal Success Architect at ServiceNow be familiar with?

A Principal Success Architect should have expertise in one primary industry and knowledge of one or two additional sectors. This breadth of understanding is key to recognizing the unique digital transformation challenges and opportunities different industries face.

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What kind of work environment can a Principal Success Architect expect at ServiceNow?

At ServiceNow, we embrace a flexible work environment characterized by trust and inclusivity. Depending on the nature of your work, you may be assigned a flexible, remote, or in-office work persona to accommodate your needs and improve your overall productivity.

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Common Interview Questions for Principal Success Architect - US Federal
Can you describe your experience with managing large enterprise accounts as a Principal Success Architect?

In responding to this question, detail your past roles in managing enterprise accounts, focusing on the strategies you implemented to deepen relationships and drive customer success. Mention specific successes you achieved in account growth or satisfaction.

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What strategies would you use to develop executive-level relationships?

When discussing your strategies, emphasize the importance of building trust and effectively communicating value. Provide examples of how you've previously engaged C-level executives and the impact those relationships had on project success.

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How do you approach digital transformation projects?

Your answer should cover how you assess a client's current status, identify objectives, and create a clear roadmap. Highlight your collaborative approach to integrating stakeholder feedback throughout the transformation process to ensure all needs are met.

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What role does AI play in the responsibilities of a Principal Success Architect?

Respond by discussing how you leverage AI to enhance decision-making and improve workflow efficiency for clients. Provide examples of AI tools you've used and how they benefited client outcomes in past projects.

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How do you ensure high customer satisfaction in your projects?

Focus on your systematic approach to managing customer feedback and ensuring that expectations are aligned. Illustrate your methods for monitoring progress, resolving issues proactively, and celebrating milestones with clients.

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Describe a challenging situation you faced in your previous roles and how you handled it.

Use the STAR method to share a specific challenge, the actions you took to address it, and the results achieved. Highlight your problem-solving skills and ability to adapt in high-pressure situations.

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What do you consider best practices when working with cross-functional teams?

Discuss your collaborative techniques and communication practices that foster teamwork. Provide examples of how you successfully coordinated with different teams to achieve shared objectives.

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How do you identify goals and challenges during your engagements?

Explain your framework for conducting needs assessments and stakeholder interviews to uncover essential goals and challenges. Mention how you ensure that you align client objectives with ServiceNow offerings.

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Can you share an example of a time you expanded client offerings?

Share a detailed account of a successful instance where you identified additional needs within a client account and advocated for those solutions. Discuss the impact on customer satisfaction and business relationships.

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What insights can you bring about ServiceNow's solutions that would benefit our clients?

Talk about your understanding of ServiceNow's suite of products and how they can drive efficiency and innovation for clients. Mention how you've used these solutions effectively in past roles to deliver value.

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We're on a mission to become the defining enterprise software company of the 21st century.

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CULTURE VALUES
Inclusive & Diverse
Mission Driven
Rise from Within
Diversity of Opinions
Work/Life Harmony
Empathetic
Feedback Forward
Take Risks
Collaboration over Competition
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Paid Time-Off
Maternity Leave
Equity
FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
February 17, 2025

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