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Senior Customer Success Architect

3 months ago

Montreal, Quebec, Canada ServiceNow Full time
Position Overview:

The Principal Success Architect will play a pivotal role in fostering and nurturing executive-level relationships with key clients. This position is centered around ensuring successful customer outcomes, which include enhancing product utilization, securing renewals, and expanding the range of ServiceNow solutions utilized by clients.

Key Responsibilities:

  • Manage relationships with 1-2 high-value accounts
  • Establish robust connections with CIOs, CFOs, CHROs, and other business leaders
  • Comprehend client business goals and formulate a strategic customer roadmap
  • Identify, realize, and benchmark business value for clients
  • Design and implement effective co-delivery models
  • Build partnerships with ecosystem collaborators
  • Devise implementation strategies to expedite value realization
  • Set up governance frameworks for delivery operations
  • Maintain clear value propositions within account relationships
  • Engage in account delivery governance
  • Promote and advocate for ServiceNow's best practices
  • Contribute insights on optimizing advisory and expert services
  • Achieve high customer satisfaction metrics for assigned accounts

Qualifications:

  • Bachelor's degree or equivalent experience
  • A minimum of 7 years in a leadership role within management consulting at a leading firm, focusing on technology-driven transformations
  • Demonstrated success with Fortune 50-500 clients
  • Deep understanding of the challenges and drivers of digital transformation across various industries
  • Expertise in designing, implementing, and managing digital transformation initiatives
  • Specialization in one industry with knowledge in one or two additional sectors
  • Experience in middle and back office functions
  • Background in IT, HR, and Global Business Services transformations
  • Strong executive connections with CIOs, CFOs, CHROs, and business line leaders
  • Proven ability to identify business objectives and address challenges
  • Experience as part of a key client account leadership team
  • History of expanding service offerings with clients
  • Successful integration with other account functions to develop and implement strategies for customer outcomes
  • Experience in building co-delivery partnerships with major consultancies and technology firms
  • 5+ years of experience managing large-scale programs
  • Accountability for outcomes at the CxO level
  • Experience with co-delivery models involving major consulting firms
  • Familiarity with ServiceNow products is preferred
  • Fluency in French is required

We value diversity and encourage candidates from various backgrounds to apply, as unique experiences enrich our team.