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.
Own a small number of 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
Qualifications
To be successful in this role you have :
8+ years progressive experience as part of a Customer Success, Professional Services organization; or equivalent education / experience
5+ years large program experience (multi-tracked, OCM)
ServiceNow product knowledge and / or experience in an IT (SaaS) industry / environment
Management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital / SaaS / Enterprise Software) enabled transformations
Experience at F100 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, ad 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
FD21
