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Customer Success Architect

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Are you a “transformation-maker”?

Do you enjoy driving transformation and setting up companies for a successful future? Do you have experience with transformation programs, consultancy, and being a trusted advisor? – Great! – Then join our outstanding Customer Success Team that enables our customers to utilize our innovative ServiceNow Platform most effectively. You will do this through a portfolio of standardized services, leading best practices, methodologies, and tools based on experiences from thousands of customer engagements. And of course by leveraging your vast experience in driving digital transformation.

What you get to do in this role

“If our customers are successful, we are successful!” This will be your mantra. You will bring it to life by delivering consultancy and services to F500 companies up to the CxO level. You are building relationships across customers and partners and acting as a trusted advisor in many different areas like Vision & Strategy, Roadmap Development, Partner Management, Implementation Strategy, Value Management, Governance, and Product Adoption – just to name a few. There’s plenty of standardized ServiceNow best-practice material available so you can respond to the customer’s needs. In that fashion, you will be working with 1-3 customers, organizing your work yourself. This is one side of the medal.

On the other side, you are orchestrating the internal collaboration of the ServiceNow account team. Because you are not alone. Our philosophy that we live day in and day out is “Teamwork makes the Dream work"!

The final objective is a successful, happy customer that will provide a high customer satisfaction rating based on the achievement of tangible value derived from their digital transformation.

Qualifications

To be successful in this role you have:

  • A passion for working with customers
  • Fluent C-level German
  • 8+ years of progressive experience as part of a professional services organization; or equivalent education/experience
  • Worked in advisory roles focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Experience at F100-1000 accounts
  • Depth in digital transformation design, implementation, and management
  • Expertise in one industry, "minors" in one or two additional industries
  • IT, HR, or GBS transformation experience
  • Experience in establishing and maintaining executive relationships with CxO and business line leaders including managing expectations
  • Identified business outcomes, and goals and have achieved them
  • Experience in serving as part of a client account leadership team
  • Developed account partnering (co-delivery) relationships with large consultancies and technology implementation firms
  • Right to work in the country 

 

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

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