Remote Senior Customer Success Architect

Description:

• The Senior Customer Success Architect will develop C-level executive relationships and manage relationships across 1-5 customers.
• The primary objective is to improve Customer Outcomes at these accounts, leading to increased product adoption and value realization.
• The ideal candidate will have a senior-level position and a successful track record in management consulting, solution consulting, or industry consulting focused on digital, technology, and organizational transformation.
• Responsibilities include driving customer success, cultivating trusted advisor status with executive stakeholders, and becoming an expert in ServiceNow value methodology.
• The role involves understanding customer strategic goals, contributing to roadmap development, executing co-delivery models, and defining business value.
• The architect will develop relationships with ecosystem partners, create implementation strategies, maintain account-level relationships, and advocate for ServiceNow's best practices.
• The position requires delivering high customer CSAT metrics for assigned accounts.

Requirements:

• Candidates must have experience as a ServiceNow platform owner or responsibility for a ServiceNow program/workstream.
• A minimum of 12 years of progressive experience in a professional services organization or equivalent education/experience is required.
• Knowledge and experience with multiple ServiceNow product suites are greatly preferred.
• Experience in a management consulting role at a top-tier consulting company or in a healthcare organization focused on technology-enabled transformations is necessary.
• A proven track record at Fortune 100-1000 accounts is essential.
• Candidates should understand the issues and goals driving digital transformation across industries and have depth in digital transformation design, implementation, and management.
• Experience in the healthcare/life sciences industry and IT, HR, CSM, or GBS transformation is required.
• Candidates must have experience building executive relationships with C-level leaders and proven ability to build trust across multiple layers within a customer.
• Experience in identifying goals, solving challenges, and serving as part of a client account leadership team is necessary.
• Candidates should have experience developing account partnering relationships with large consultancies and technology implementation firms, as well as 5+ years of large program experience.

Benefits:

• ServiceNow offers a flexible work environment, allowing employees to work remotely.
• The company is committed to creating an accessible and inclusive experience for all candidates.
• ServiceNow is an equal opportunity employer, ensuring all qualified applicants receive consideration for employment without discrimination.
• The company provides accommodations for candidates who require assistance during the application process.
• Employment may be contingent upon obtaining necessary export control approvals for certain positions.