Principal Success Architect

Summary

Join ServiceNow as a Customer Outcomes Principal Success Architect in Toronto! In this role, you will cultivate C-level executive relationships, improve customer outcomes, and drive product adoption. You will leverage your expertise in management consulting and digital transformation to become a trusted advisor. Success requires a proven track record in managing large enterprise programs and building executive relationships. The ideal candidate possesses extensive experience in digital transformation, ServiceNow platform, and ideally, the healthcare industry. This position offers the opportunity to work with Fortune 100-1000 accounts and contribute to a global market leader.

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
• Canadian citizenship or permanent residency status and reside in Toronto, Canada
• Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Proven track record at Fortune 100-1000 accounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO and business line leaders
• Proven ability to build trust across multiple layers within a customer
• 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
• 5+ years large program experience (multi-tracked, OCM)
• Experience managing outcomes to a CxO position

Responsibilities

• Develop C-level executive relationships and relationship management across customer accounts
• Improve Customer Outcomes at these accounts leading to customer's product adoption and value realization
• Cultivate trusted advisor status with executive customer stakeholders
• Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
• Understand customer strategic goals and contribute to customer roadmap development aligned with the customer’s product adoption strategy
• Execute winning co-delivery models
• Define, realize, and benchmark business value
• Develop relationships with ecosystem partners in order to deliver exceptional customer success
• Develop implementation strategies and readiness process to accelerate time to value
• Experience with creating and refining operating model governance
• Maintain account level relationships in order to support 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
• Deliver high customer CSAT metrics for assigned accounts

Preferred Qualifications

• Knowledge and experience with multiple ServiceNow product suites
• Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience in the healthcare/life sciences industry
• IT, HR, CSM or GBS Transformation experience
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSI's

Benefits

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