Principal Customer Success Executive

Summary

Join ServiceNow's Customer Outcomes team as a Senior Principal Success Architect and accelerate platform adoption, improving customer outcomes. Develop C-level executive relationships across 1-3 large enterprise customers. The primary objective is to enhance customer outcomes, leading to product adoption, renewals, and expansion of ServiceNow offerings. You will understand customer goals, develop roadmaps, execute co-delivery models, and build relationships with ecosystem partners. Develop implementation strategies, establish governance, maintain account relationships, and advocate for ServiceNow's best practices. Provide high customer satisfaction metrics for assigned accounts.

Requirements

• 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
• 15+ years progressive experience as part of a professional services organization; or equivalent education/experience
• 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
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's
• 5+ years large program experience (multi-tracked, OCM)
• Experience managing outcomes to a CxO position
• Co-Delivery experience with Big 4, large SI's
• Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites

Responsibilities

• Develop C-level executive relationships and relationship management across 1-3 customers
• The over-riding objective for the 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
• Service 1-3 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
• Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
• Provide high customer sat metrics for assigned accounts