Principal Success Architect - Healthcare/Life Sciences

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

What you get to do in this role: 

The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across 1-5 customers. The over-riding objective for the Success Architect will be to improve Customer Outcomes at these accounts leading to customer's product adoption and value realization.

• Drive customer success at 1-5 enterprise customers
• Cultivate trusted advisor status with executive customer stakeholders  
• Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
• Understand customer strategic goals and contribute to customer roadmap development
• Execute winning co-delivery models
• Develop relationships with ecosystem partners in order to deliver exceptional customer success
• Develop implementation strategies and readiness process to accelerate time to value
• Experience with creating and refining operating model governance
• Maintain account level relationships in order to support 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
• Deliver high customer CSAT metrics for assigned accounts

Qualifications

To be successful in this role you have:

• Experience as a ServiceNow platform owner or responsibility for ServiceNow program/workstream
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Knowledge and experience with multiple ServiceNow product suites greatly preferred
• Management consulting role at a top-tier consulting company, experience at a Healthcare Organization (Life Sciences, Payer, Provider), or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record at Fortune 100-1000 accounts
• Understanding of issues and goals driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Experience in the healthcare/life sciences industry
• IT, HR, or GBS Transformation experience
• Experience building 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

FD21

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All