Principal Success Architect - Technology

Servicenow; Austin (TX); Remote; USD 90,000 - 170,000; Full time

Job summary

Join a dynamic team at a forward-thinking company where you will play a crucial role in enhancing customer outcomes through innovative solutions. This position offers the chance to work closely with large enterprise clients, building executive relationships and developing strategies that drive digital transformation. You will leverage your extensive experience in management consulting and technology implementations to optimize customer success and satisfaction. If you're passionate about making a significant impact in a collaborative environment, this opportunity is perfect for you!

Qualifications

• 12+ years in professional services or equivalent experience.
• Expertise in digital transformation and management consulting.

Responsibilities

• Service 1-3 large enterprise customers and develop executive relationships.
• Establish delivery governance and advocate ServiceNow best practices.

Skills

Management Consulting

Digital Transformation

Executive Relationship Management

Program Management

Client Account Leadership

Technology Implementation

Education

Bachelor's Degree or Equivalent Experience

Tools

ServiceNow Product Suites

Job description

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:

• 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 satisfaction metrics for assigned accounts

Qualifications

To be successful in this role you have:

• 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, and 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 implementation 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

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 [e-mail] 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.