About this role
What you get to do in this role:
The Customer Outcomes Success Architect People Manager will be responsible for developing and maintaining C-level executive relationships across 1-2 accounts as well as mentoring a team of Success Architects. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.
Manage a team of 3-6 Success Architects, responsible for inspiring, guiding and mentoring your teamDevelop strong executive relationships with C-level leaders as well as ecosystem partnersService 1-2 Very Large and Large enterprise accounts, understanding their business objectives and developing customer roadmapsDefine, realize, and benchmark business valueDefine and execute winning co-delivery models, championing ServiceNow’s best practicesDevelop implementation strategies and readiness process to accelerate time to valueEstablish and deliver operating model and account delivery governanceContribute thought leadership on how advisory, expert services, and Co-Delivery can be optimizedAs a team deliver high customer satisfaction metrics, Quality Assurance, and profitability for your assigned accounts To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.Minimum 7 years in management consulting leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations (Digital/SaaS/Enterprise Software)Demonstrated success leading a team of individual contributorsProven track record of success at Fortune 50-500 accountsUnderstanding of issues and imperatives driving digital transformation across industryDepth in digital transformation design, implementation, and managementDeep expertise in one industry, “minors” in one or two additional industriesMiddle and back office functional experienceIT, HR, and GBS Transformation experienceStrong executive relationships with CIO, CFO, CHRO and business line leadersExperience identifying business objectives and solving business challenges, serving as part of a key client account leadership teamDemonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)5+ years large program experience (multi-tracked, OCM)Familiar with multiple ServiceNow product suitesSuccessful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
JV20
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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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
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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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