Sr. Success Architect

ServiceNow - Waltham, MA

Full-time - Senior

Waltham, MA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Sr. Success Architect - Partner is responsible for developing and managing C-level executive relationships across 1-5 enterprise customers, with the primary goal of improving customer outcomes and driving product adoption. This role requires a strategic approach to customer success, focusing on value realization and effective execution of implementation strategies. The ideal candidate will leverage their extensive experience in management consulting and digital transformation to become a trusted advisor, facilitating customer success through strategic planning and governance frameworks.

Responsibilities

• Drive customer success at 1-5 enterprise customers
• Cultivate trusted advisor status with executive customer stakeholders
• Become an expert in ServiceNow value methodology and engage in regular value reviews with customers
• Understand customer strategic goals and contribute to customer roadmap development
• Execute winning co-delivery models
• Define, realize, and benchmark business value
• Develop relationships with ecosystem partners to deliver exceptional customer success
• Develop implementation strategies and readiness processes to accelerate time to value
• Experience with creating and refining operating model governance
• Maintain account level relationships to support clear value proposition
• Participate in account delivery governance
• Advocate/champion ServiceNow's best practices
• Contribute expertise on optimizing advisory and expert services
• Deliver high customer CSAT metrics for assigned accounts

Requirements

• 12+ years progressive experience in a professional services organization or equivalent education/experience
• Proven track record at Fortune 100-1000 accounts
• Management consulting experience at a top-tier consulting company
• Experience in the healthcare/life sciences industry
• Depth in digital transformation design, implementation, and management
• Experience building executive relationships with CIO, CTO, CSO, CFO, CHRO
• Experience identifying goals and solving challenges
• Experience serving as part of a client account leadership team
• Experience developing account partnering relationships with large consultancies

Nice-to-haves

• Knowledge and experience with multiple ServiceNow product suites
• Experience in IT, HR, CSM or GBS Transformation
• 5+ years large program experience (multi-tracked, OCM)
• Co-Delivery experience with Big 4 or large SIs

Benefits

• Flexible work arrangements
• Equal opportunity employment
• Accessible and inclusive application process