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Customer Success Architect

ServiceNow

At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

You will be part of the global Customer Success 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 Success Architect will develop C-level executive relationships and relationship management across 1-3 customers.

The overriding objective for the Customer 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.

  • You own a small number of large enterprise customers
  • You are a trusted advisor, you develop executive relationships with CIO,CFO, CHRO and business leaders
  • You understand your customer’s goals and develop the roadmap, you partner with the customer to accelerate their digital transformation journey with ServiceNow capabilities.
  • You execute winning co-delivery models.
  • You develop and nourish relationships with ecosystem partners.
  • You develop implementation strategies and readiness process to accelerate time to value.
  • Guide and influence diverse teams, bring and champion ServiceNow’s best practices at your customers.
  • You establish delivery operating model and platform governance

Qualifications

To be successful in this role you have:

  • 8+ years progressive experience as part of a Customer Success, Professional Services organization; experience with ServiceNow platform (i.e. ServiceNow CoEI Leader) or equivalent education/experience
  • 5+ years large program experience (multi-tracked, OCM)
  • ServiceNow product knowledge, understanding of enterprise service management and/or experience in an IT (SaaS) industry/environment.
  • Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations.
  • Understanding of issues and goals driving digital transformation across industry
  • IT, HR, CSM, and GBS Transformation experience
  • Ability to build, maintain and grow executive relationships with CIO, CFO, CHRO, and business line leaders
  • Experience integrating with other account functions in developing account strategies and customer outcomes plans
  • Experience serving as part of a customer account leadership team
  • Experience renewing and expanding offerings with customers
  • Ability to think strategically as well as the ability to handle the detail.

FD21

Additional Information

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 talent.acquisition@servicenow.com 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.

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Customer Success Architect

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ServiceNow

At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

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