Principal Success Architect - Federal

About the position

As a Principal Success Architect at ServiceNow, you will play a pivotal role in the Customer Outcomes team, which is dedicated to accelerating platform adoption and enhancing customer outcomes. This position is designed for a seasoned professional who will develop and maintain C-level executive relationships across 1-3 large enterprise customers. Your primary objective will be to improve customer outcomes at these managed accounts, which will lead to increased product adoption, renewals, and the expansion of ServiceNow offerings within these accounts. In this role, you will be responsible for understanding the goals of your customers and developing a comprehensive roadmap to achieve those objectives. You will execute effective co-delivery models and establish strong relationships with ecosystem partners to ensure successful implementation strategies. Your expertise will be crucial in accelerating time to value for customers, and you will establish governance for delivery operating models to maintain clarity and value propositions within the accounts. You will also participate in account delivery governance, advocate for ServiceNow's best practices, and contribute your expertise on optimizing advisory and expert services. Your success will be measured by high customer satisfaction metrics for the accounts you manage, ensuring that you are not only meeting but exceeding customer expectations.

Responsibilities

• 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

Requirements

• 8+ 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 F1000 accounts ,
• Understanding of goals driving digital transformation across industry ,
• Depth in digital transformation design, implementation, and management ,
• Expertise in one industry, knowledge in one or two additional industries: IT, HR, and 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 implementation 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 ,
• Experience within the Federal space. Clearances are a plus

Nice-to-haves

Benefits