Description:

The Principal Success Architect will be part of the Customer Outcomes team, focusing on accelerating platform adoption and improving customer outcomes.
This role involves developing C-level executive relationships and managing 1-3 large enterprise customers.
The primary objective is to enhance customer outcomes, leading to increased product adoption, renewals, and expansion of ServiceNow offerings.
Responsibilities include understanding customer goals, developing roadmaps, executing co-delivery models, and establishing governance for delivery operating models.
The Success Architect will maintain account-level relationships, advocate for ServiceNow's best practices, and contribute expertise on optimizing advisory and expert services.
High customer satisfaction metrics for assigned accounts are a key performance indicator.

Requirements:

Candidates must have 8+ years of progressive experience in a professional services organization or equivalent education/experience.
A management consulting background at a top-tier consulting firm focused on technology-enabled transformations is required.
Experience with Fortune 1000 accounts and understanding of digital transformation goals across industries is essential.
Candidates should have depth in digital transformation design, implementation, and management, with expertise in one industry and knowledge in one or two additional industries such as IT, HR, or GBS Transformation.
Proven executive relationships with CIOs, CFOs, CHROs, and business line leaders are necessary.
Experience in identifying goals, solving challenges, and serving as part of a client account leadership team is required.
Candidates should have experience expanding offerings with clients and integrating with other account functions.
Experience in developing account partnering relationships with large consultancies and technology implementation firms, including Big 4 and GSIs, is essential.
A minimum of 5 years of large program experience and experience managing outcomes to a CxO position is required.
Co-delivery experience with Big 4 or large SIs is preferred, along with knowledge of ServiceNow products.
Experience within the Federal space is a plus, and clearances are advantageous.

ServiceNow offers a flexible work environment, allowing employees to work remotely.
The company values inclusivity and encourages candidates from diverse backgrounds to apply.
ServiceNow is an equal opportunity employer, ensuring all qualified applicants receive consideration without discrimination.
The organization strives to create an accessible and inclusive experience for all candidates, providing accommodations as needed.
Employment may be contingent upon obtaining necessary export control approvals for certain positions.