Success Architect | 33387

Professional Services Seoul, Korea


Job Title: Success Architect
Organization: Customer Outcomes

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and
innovating. Whether you’re an engineer, a sales professional, a finance
professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team
The Customer Outcomes team at ServiceNow works with customers to help
them achieve their business outcomes by providing prescriptive guidance. Aspart of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the
ServiceNow platform.

The Role
The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 2-3 clients. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed clients leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the clients.
An ideal candidate will have a achieved a senior level position and successful track record in management consulting, (professional services firms), focused on technology and organizational transformation. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

What you get to do in this role:
• Serving as the Success Architect for 2-3 target clients, be accountable for
accelerating platform adoption and driving business outcomes for
assigned clients.
• Developing strong executive relationships with the CIO, CFO, CHRO and
business leaders within each of the 2-3 clients to understand the client’s
vision and how ServiceNow plays in their digital transformation journey. By;
o Understand business objectives and develop customer roadmaps
to fully realize value from ServiceNow
o Business value definition/realization/ benchmarks
• Together with the ServiceNow client team, define and execute winning
co-delivery models to achieve successful projects/programs.
o Develop relationships with ecosystem partners at the client level to
identify opportunities to co-sell and co-deliver within the client.
o Work with SN teams as well as ecosystem partners to develop
implementation strategies and readiness process to accelerate
time to value
o Work with clients and SN teams to establish delivery operating
model governance to ensure successful go-lives and end-user
o Maintain client-level relationships with strategic partners serving the
targeted clients to ensure ServiceNow has a clear value proposition
within the client
• Participate in client delivery governance (including Steering Committees
with participation from client business and technology leaders across their
enterprise) representing the ServiceNow platform.
• Advocate/champion ServiceNow’s advisory and expert services best
practices and industry use cases with clients.
• Contribute thought leadership (methodology and white papers) on how
Advisory, Expert Services, and Co-Delivery can optimize to achieve
customer outcomes.
• Deliver high customer sat metrics for the assigned clients.
In order to be successful in this role, we need someone who has:
• Consulting Experience: Management Consulting Experience, (Big 4,
Strategy Firm)
o 7-10+ years’ experience in management consulting leadership roles
at a top-tier consulting company focused on technology
(Digital/SaaS/Enterprise Software) enabled transformations
o Demonstrable career progression to the level of Senior
o Proven track record of success at F500 clients
• Transformation Experience
o An understanding of the issues and imperatives driving digital
transformation across industry.
o Depth in digital transformation strategy, design, planning, and
implementation within F500 global organizations
o Financial business acumen and experience guiding the
establishment of business outcomes and metrics for digital
transformation programs
o Deep expertise in one Industry, “minors” in one or two additional
o Middle and Back Office functional experience
o IT, HR, and GBS Transformation experience (Business Case, Road
mapping, Program Definition, Planning and Governance)
• Relationship / Key Client Management Experience
o Strong executive relationships with CIO, CFO, CHRO and business
line leaders.
o Experience identifying business objectives and solving business
o Experience serving as part of a key client leadership team
o Track record of expanding offerings with client
o Successful experience integrating with other client functions (Sales,
Solution Consultants, Product Line, Services) in developing and
implementing client strategies and Customer Outcomes plans
o Experience developing client partnering (co-delivery) relationships
with large consultancies and technology implementation firms, Big
4, GSIs,
• Program Management
o 5+ years large program experience (multi-tracked, OCM)
o Experience with owning outcomes/accountability to a CxO position
o Co-delivery experience with Big 4, large SIs
o Experience with SDLC methodologies including Agile, SAFe,
• SN Platform Experience
o Ideal: knowledge of ServiceNow and experience with multiple
product suites, e.g. IT + HR/CSM/FIN.
o Minimal: knowledge of ServiceNow
• Cloud Application Technology Experience
o Familiar with enterprise technology architecture to frame business
workflow solutioning and success across multiple platforms
o Knowledge of at least one major cloud application is a must (SFDC,
WKDAY, Success Factors, Oracle)
o Experience with disruptive technologies, e.g. AI, ML, NLP, etc. is a
Required Competencies:
• Business Process Design and Improvement
• Consultative Perspective
• Financial Acumen
• Manages Change
• Manages Complexity
• Manages Conflict
• Organizational Savvy
• Project Management / Leadership
• Strategic Mindset
• Technical Development
Work Environment
We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

ServiceNow is an Equal Employment Opportunity Employer. All qualified
applicants will receive consideration for employment without regard to race,
color, religion, sex, sexual orientation, national origin, age, disability, gender
identity, or veteran status. If you are an individual with a disability and 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 (408) 501-8550, or [email protected] for assistance.

ServiceNow is an equal opportunity employer, committed to building a diverse and inclusive company where employees feel that they belong. This means that individuals seeking employment at ServiceNow are considered without regard to race, colour, religion or belief, sex, sexual orientation, gender identity, pregnancy, national original, age, disability, or any other characteristic protected by law. If you are an individual with a disability which is likely to affect you during any part of the application process, you may contact us at [[email protected]] so that we can consider whether we can make any adjustments to the process.