The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 1-2 clients. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed clients leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the clients.

An ideal candidate will have achieved a senior level position and successful track record in management consulting, (professional services firms), focused on technology and organizational transformation.  They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

What you get to do in this role:

• Servicing 1-2 VLE/LE accounts
• Develop strong executive relationships with CIO, CFO, CHRO and business leaders
• Understand business objectives and develop customer roadmap
• Define, realize, and benchmark business value
• Define and 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 thought leadership on how advisory, expert services, and Co-Delivery can be optimized
• Deliver high customer sat metrics for assigned accounts

• BA/BS or equivalent
• Minimum 7 years in management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record of success at F50-500 accounts
• Understanding of issues and imperatives driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Deep expertise in one industry, “minors” in one or two additional industries
• Middle and back office functional experience
• IT, HR, and GBS Transformation experience
• Strong executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying business objectives and solving business challenges
• Experience serving as part of a key client account leadership team
• Track record of expanding offerings with clients
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSIs
• 5+ years large program experience (multi-tracked, OCM)
• Experience owning outcomes/accountability to a CxO position
• Co-Delivery experience with Big 4, large SIs
• Knowledge of ServiceNow- minimal, ideal is knowledge and experience with multiple ServiceNow product suites
• Must be fluent in French 

Not sure if you meet every qualification? We still encourage you to apply!  We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths.  Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! 

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 talent.acquisition@servicenow.com 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. 

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