Principal Success Architect

Posted 3 Days Ago
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Canberra, Australian Capital Territory
Hybrid
Expert/Leader
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
We're putting AI to work for people.
The Role
The Principal Success Architect will engage with C-level executives at assigned enterprise customers to enhance platform adoption, renewals, and expansion of ServiceNow offerings. Responsibilities include developing executive relationships, understanding customer goals, establishing delivery governance, and ensuring high customer satisfaction metrics.
Summary Generated by Built In

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Job Description
You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.
What you get to do in this role:
The Customer Outcomes Principal Success Architect will 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


Qualifications
To be successful in this role you have:

  • NV1 Australian Government security clearance or be eligible to obtain one.
  • Residency in Canberra, ACT, as a requirement for this position.
  • Flexibility to work on-site at a customer's location as needed during the engagement.
  • 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
  • Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Experience at F100-1000 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


Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
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. Learn more here .
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
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
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.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

The Company
Sydney, NSW
26,000 Employees
Hybrid Workplace
Year Founded: 2004

What We Do

As the AI platform for business transformation, we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments, from the front office to the back office and every office in between. Our ambition? To become the defining enterprise software company of the 21st century (or "DESCO21C," as we like to call it).

With more than 8,100+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™.

Explore your future career with us, visit www.servicenow.com/careers.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company , you can grow can grow your career faster.

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ServiceNow Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow, we lead with flexibility and trust. For some, home is the primary workplace. For those who come into a ServiceNow workplace, you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible
Brisbane, QLD
Canberra, AU
Melbourne, AU
Perth, AU
Sydney, NSW

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