Customer Success Architect
Rome, Italy
4 gg fa

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

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