Customer Success Architect

**Company Description** At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. 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 **Additional Information** ServiceNow is an Equal Employment 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. Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site. **Work personas** Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. **Required in Office** A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role. **Flexible** A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of