Organization : Customer Outcomes
Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere.
That’s why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-
between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.
As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform.
The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 2-
3 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 a 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 :
By;Understand business objectives and develop customer roadmaps to fully realize value from ServiceNowBusiness value definition / realization / benchmarks
Develop relationships with ecosystem partners at the client level to identify opportunities to co-sell and co-deliver within the client.
Work with SN teams as well as ecosystem partners to develop implementation strategies and readiness process to accelerate time to valueWork with clients and SN teams to establish delivery operating model governance to ensure successful go-
lives and end-user adoptionMaintain client-level relationships with strategic partners serving the targeted clients to ensure ServiceNow has a clear value proposition within the client
In order to be successful in this role, we need someone who has :
tier consulting company focused on technology (Digital / SaaS / Enterprise Software) enabled transformationsDemonstrable career progression to the level of Senior Manager / DirectorProven track record of success at F500 clients
Depth in digital transformation strategy, design, planning, and implementation within F500 global organizationsFinancial business acumen and experience guiding the establishment of business outcomes and metrics for digital transformation programsDeep expertise in one Industry, minors in one or two additional industries.
Middle and Back Office functional experienceIT, HR, and GBS Transformation experience (Business Case, Road mapping, Program Definition, Planning and Governance)
Experience identifying business objectives and solving business challenges,Experience serving as part of a key client leadership teamTrack record of expanding offerings with clientSuccessful experience integrating with other client functions (Sales, Solution Consultants, Product Line, Services) in developing and implementing client strategies and Customer Outcomes plansExperience developing client partnering (co-
delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs,
delivery experience with Big 4, large SIsExperience with SDLC methodologies including Agile, SAFe, DevOps.
Minimal : knowledge of ServiceNow
g. AI, ML, NLP, etc. is a plus
Required Competencies :
We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously.
This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.