Customer Success Architect, ServiceNow
SEMEA
Right to work in France
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
Right to work in France
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
- English language (C Level) and French
- Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
- Experience at F100-1000 accounts
- Understanding of issues and goals driving digital transformation across industry
- Depth in digital transformation design, implementation, and management
- Expertise in one industry, "minors" in one or two additional industries
- 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
- Knowledge of ServiceNow- minimal, experience with multiple ServiceNow product suites
What the job involves
- You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes
- We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements
- The Customer Outcomes Customer Success Architect will develop C-level executive relationships and relationship management across 1-3 customers
- The overriding objective for the Success Architect will be to improve Customer Outcomes at these managed accounts leading to customer's product adoption, renewals, and expansion of ServiceNow offerings with the account
- Service 1-3 large enterprise customers
- Develop executive relationships with CIO,CFO,CHRO, and business leaders
- Understand goals and develop customer roadmaps
- Execute winning co-delivery models
- Develop relationships with ecosystem partners
- Develop implementation strategies and readiness process to accelerate time to value
- Establish delivery operating model governance
- Maintain account level relationships for 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
- Provide high customer sat metrics for assigned accounts
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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