Principal Success Architect - Public Sector
Principal Success Architect - Public Sector
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1 Vacancy
Job Description
About the Role:
We are looking for a Principal Success Architect to join our Public Sector Impact team. This strategic role is designed for a dynamic leader who can drive customer transformation and success at scale. As a Success Architect you will work closely with our customers internal teams and stakeholders to design implement and optimize customer success strategies ensuring our customers realize the full value of their ServiceNow investments. Your efforts will be pivotal in driving positive customer outcomes and ensuring the success of highpriority accounts.
Key Responsibilities:
Customer Success Leadership: Lead customer success transformation initiatives by working closely with senior stakeholders to ensure a seamless and successful experience. Cultivate relationships at the executive level to understand business needs and guide customers through their digital transformation journeys.
Strategic Account Management: Manage a portfolio of highpriority complex customer accounts and serve as the strategic advisor ensuring customers achieve their business goals with ServiceNow solutions.
Customer Centric Transformation: Collaborate with customers to assess current processes challenges and opportunities. Develop tailored success strategies that align with customer objectives and ServiceNow best practices driving increased product adoption and optimizing processes.
Driving Business Value: Focus on business outcomes by leveraging ServiceNow products and solutions to drive transformation optimize operations and achieve measurable business results. Ensure customers maximize ROI on ServiceNow investments by identifying areas of growth and continuous improvement.
Cross functional Collaboration: Partner closely with various internal teams such as Sales Product Technical Support and Professional Services to drive customer satisfaction and success. Foster alignment across teams to ensure a seamless customer experience from onboarding to renewal.
Process and Program Innovation: Identify develop and implement scalable programs and processes that streamline the customer journey ensuring consistent and efficient delivery of value across all customer touchpoints.
Customer Education and Enablement: Provide guidance training and enablement to customers and internal teams ensuring that customers are wellequipped to use the ServiceNow platform effectively and efficiently.
Continuous Improvement: Proactively gather feedback from customers and internal teams to identify opportunities for process improvements innovation and product enhancements that can drive better outcomes.
Value Reporting & Metrics: Establish and track success metrics and KPIs for customer engagement adoption and satisfaction. Regularly review customer performance and provide detailed reports to leadership highlighting key results and action plans.
Change Management: Lead and guide customers through organizational change processes related to the adoption of ServiceNow solutions. Support and manage the cultural operational and procedural shifts associated with transformation.
Qualifications :
Required Qualifications:
- Proven experience in a Customer Success Transformation or Consulting role with 57 years of experience driving customer success in highpriority complex environments.
- Deep understanding of digital transformation customer success strategies and ServiceNows capabilities particularly in Impact engagements.
- Strong background in leading enterprisewide transformation initiatives driving adoption and delivering results through collaboration and innovation.
- Exceptional communication and interpersonal skills with the ability to influence and engage with Clevel executives and key stakeholders.
- Ability to build and maintain strong longterm customer relationships acting as a trusted advisor and partner throughout the customer lifecycle.
- Solid project management skills with experience managing multiple largescale crossfunctional projects simultaneously.
- Proven ability to work in a fastpaced resultsdriven environment with high visibility.
- Certifications: ServiceNow Certified System Administrator (CSA) or related ServiceNow certifications preferred. Advanced certifications in ServiceNow modules or transformation methodologies are a plus.
Desired Skills:
- Experience with Agile methodologies or other transformation frameworks.
- Strong problem solving skills and a customerfirst mentality.
- Experience in change management organizational development and fostering innovation.
- Strong business acumen with the ability to align ServiceNow solutions with customer business outcomes
For positions in this location we offer a base pay of $162600 $284600 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 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.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
