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Principal Success Architect - job 1 of 6

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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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$225000 / YEARLY (est.)

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$200000K

$250000K

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What You Should Know About Principal Success Architect , ServiceNow

Are you an experienced professional with a knack for fostering executive relationships and enhancing customer outcomes? The Principal Success Architect role at ServiceNow, located at the First International Finance Centre in Mumbai, Maharashtra, is your chance to shine! As part of our Customer Outcomes team, you'll work with 1-3 large enterprise customers, primarily developing strong ties with their C-suite executives. Your expertise will be crucial in understanding their goals and crafting tailored roadmaps that promote product adoption and expansion of ServiceNow's offerings. You'll lead co-delivery models and establish governance for delivery operations, ensuring our clients achieve the value they're seeking. We’re on the lookout for someone who is well-versed in digital transformation and has over 12 years of experience in professional services or a similar consulting environment. If you have a strong background in AI integration in work processes, alongside a deep understanding of technology-enabled transformations, you might be just the right fit! At ServiceNow, we emphasize inclusivity, so we welcome applications from diverse backgrounds. If you think you're up for the challenge, come join our mission to make the world of work better for everyone!

Frequently Asked Questions (FAQs) for Principal Success Architect Role at ServiceNow

What are the key responsibilities of a Principal Success Architect at ServiceNow?

As a Principal Success Architect at ServiceNow, your key responsibilities include developing C-level executive relationships, executing co-delivery models, and improving customer outcomes through strategic roadmaps. You'll work closely with 1-3 large enterprise clients, ensuring effective implementation strategies and governance for delivery operations. Your role will be essential in advocating for ServiceNow's best practices and contributing to high customer satisfaction metrics.