Senior Product Success Architect

Your mission will be to ensure the success of our top customers.  This role is extraordinarily collaborative working not only with inbound and outbound product managers but across Sales Marketing Customer Outcomes and Alliance & Channels. This position reports to: Senior Manager for Creator workflows platform Workflow Data Fabric and Process Mining  

In this role you will: 

• Be the focal point of contact/coordination for customer programs and events with Product Excellence  

• Develop a deep understanding on customer use cases and success outcomes 

• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services. 

• Develop strong relationships with all key decision makers and influencers across your customers partners and internal ServiceNow stakeholders 

• Build a strong base of referenceable customers and contacts within your assigned portfolio 

• Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary 

• Primary ownership and accountability for ensuring customer satisfaction and retention within the assigned customers. 

• Work with customers and account teams to establish critical goals or other key performance indicators and aid the customer in achieving their goals through their lifecycle. 

• Uncover and mitigate any risk that threatens your Customers growth satisfaction or renewal; conceive and execute risk mitigation strategies accordingly. 

• Ensure ongoing adoption by the customers of the new capabilities being delivered within our products 

• Act as the liaison between Product Management and our Customers with a focus on product and roadmap feedback

• Collaborate with customers implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer partner and Customer Service Management BU. 

Qualifications :

• 5 years of experience in architecting and delivering complex solutions on the Now Platform 

• 3 years of experience building custom apps using the app engine toolset 

• 3 years of experience in two or more of the following ServiceNow core capabilities; Automated Test Framework Upgrades Health Scan Usage Analytics CI/CD and source control and clone management 
• 2 years of experience in two or more of the following Now Platform emerging interfaces; Predictive Intelligence Virtual Agent; Mobile App Builder and UI Builder / Workspace / Portal 
• Excellent verbal and written communication skills including the ability to chair sessions and host webinars. 

• Must be able to travel up to 25-35% annually once applicable to do so

For positions in this location we offer a base pay of $147300 - $257800 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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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 :

Full-time