Principal Product Success Architect

Summary

Join ServiceNow as a Principal Product Success Architect – Customer & Industry Workflow and leverage your expertise to help customers adopt, renew, and maximize their ServiceNow investment. You will work closely with R&D teams, provide thought leadership to stakeholders, and create innovative solutions using ServiceNow's CIWF solutions. This hands-on role requires strong analytical, communication, and presentation skills. You will mentor field resources, review customer architectures, and contribute to sales campaigns. Collaboration with product management and development teams is crucial to enhance ServiceNow products. The ideal candidate possesses extensive experience in customer-facing roles and deep domain knowledge in customer service and field service business processes.

Requirements

• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally from in professional services or consulting capacity
• 10+ years in the Customer Service technology industry space (such as Oracle Service Cloud, Salesforce Service Cloud or ServiceNow CSM) or Field Service Management technology (such as Salesforce Click or ServiceNow FSM)
• Deep domain knowledge in Contact Center, Customer Service, and Field Service business processes
• Ability to do ServiceNow deep architectural advisory work and configuration/coding
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
• Must be able to travel up to 25% annually, when applicable

Responsibilities

• Provide expertise to support customers to ensure customers adopt, renew and maximize their value from their Servicenow investment
• Participate in the acquisition and retention of customers by leveraging the CIWF Applications include Customer Service Management, Field Service Management and Industry applications such as Financial Services Operations, Telco Service Management or Clinical Device Management for Healthcare & Life Sciences
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues
• Demonstrate ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Analyze and recommend strategies based on business priorities
• Gather requirements, including experience in creating process mapping documentation
• Create innovative solutions leveraging ServiceNow’s CIWF Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for CIWF applications
• Review customer’s architecture, design processes and system integrations to the platform
• Respond to customer questions relating to ServiceNow CIWF Solutions
• Provide our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations
• Contribute to sales campaigns focused on CIWF discussing best practice implementation strategy and planning
• Configure solution environments to address customer requirements and business issues
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs
• Share best practices and known solutions with other internal teams, community and customers to help promote faster time to value for customers
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors

Preferred Qualifications

Ideally ServiceNow CSM & FSM certified

Benefits

Work Personas (flexible, remote, or required in office)