Principal Product Success Architect - Data Platform

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

The Product Success Architect for Data Streaming is responsible for ensuring the success of the ServiceNow Kafka-based capability among customers, partners, and internally at ServiceNow. This will include being involved in pre-sales, post sales, and ongoing customer relationships. In these interactions you will act as a subject matter expert for Data Streaming team and provide guidance on how to best leverage the team's solutions in customer environments.

It also requires documenting best practices based on knowledge gained from each of your direct customer interactions, working with development and product management, as well as keeping up with customer cases and the ServiceNow Community. This documentation would either be in the form of Knowledge Base articles, Community posts, or presentations.

What you get to do in this role:

• Engage with customers on strategic accounts and provide solutions to get better business outcomes for the customer.
• Bring actionable customer voice from the engagements and collaborate with product teams to improve the product.
• Develop tools and solution playbooks.
• Handle customer issues that are unable to be solved by support.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.
• Be a key member of the overall implementation partner team.
• Prepare client facing and internal deliverables that are technology related.
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.
• Drive the continuous improvements of our implementation methodology based on client experiences.
• Mentor field resources in implementation methodology, configuration, and best practices for Data Streaming solutions
• Potential travel of up to 15% annually

Responsibilities

• Manage and drive the overall resolution of highly visible, global, and strategic customer situations, ensuring 100% customer satisfaction.
• Articulate complex technology to non-technical audiences (both written and verbal)
• Collect information from the field based on customer requirements, use cases, wish lists, as well as explore new cutting-edge technologies, and devise their incorporation into the different products.
• Develop best practice protocols based on experience collected from customer implementations.
• Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
• Engage and collaborate closely with the ServiceNow R&D teams to improve product based on customer voice.
• Collaborate with Product Management to shape the product based on experience with customers.
• Create content that looks beyond a single conversation and benefits all data streaming customers.

Qualifications

To be successful in this role you have:

• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) around all key technical decisions during project delivery.
• ET