Principal Success Architect

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.

ServiceNow is looking for a rockstar Principal Customer Success Architect. You will be part of the Customer Outcomes team where our purpose is to accelerate platform adoption and improve our customers outcomes. This is a strategic advisory role where you will get the opportunity to go wide and deep helping our customers achieve their vision.

What you get to do in this role: 

The Principal Customer Success Architect will develop executive relationships across a set of customers. The overriding objective for the Principal Customer Success Architect will be to improve the value customers obtain from ServiceNow, increasing product adoption and customer satisfaction.

• Develop and maintain executive relationships to maximise ServiceNow’s presence and influence in customers and working in tandem with the internal account team to develop strategic vision
• As part of our Impact product, you will lead a multi-disciplined team to deliver value to your customers
• Deliver ongoing consultative support and ServiceNow Best practice to your complex customer environments across the following disciplines
  • Vision, strategy and road-mapping
  • Governance
  • Value management
  • Eco system strategy and relationships
  • Programme design and enablement of ServiceNow Centre of Excellence
• Coach and/or sponsor emerging customer
• Provide thought leadership into global best practices and frameworks, and drive the evolution of one or more initiatives and/or industry verticals
• Provide and promote industry insight

To be successful in this role you have:

• Over 12 years of experience providing advisory and thought leadership in customer success, professional services, and consultancy, specializing in facilitating digital transformations within intricate environments.
• Held leadership roles in management consulting at renowned firms, focusing on technology-driven transformations, including Digital, SaaS, and Enterprise Software.
• Deep passion for customer engagement, particularly in navigating complex business landscapes.
• Proven track record in building and nurturing relationships across matrices, effectively collaborating, and influencing stakeholders:
  • Internally within ServiceNow.
  • Extending to all levels, including C-Suite executives, within client organizations.
  • Collaborating with key stakeholders within the partner ecosystem.
• Demonstrated success in shaping the strategic direction of clients, aiding them in achieving tangible and quantifiable value.
• Proficient understanding of the ServiceNow platform and its future trajectory, enabling the translation of strategic objectives into measurable business outcomes.
• Skilled in identifying and defining business goals and outcomes, with a proven ability to garner stakeholder sponsorship at the CxO level.
• Experience in co-delivering projects with partners within the ecosystem.
• Comprehensive understanding of the challenges and objectives driving digital transformation across various industries.
• Possessing the right to work in the country you have applied to 

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. 

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