Success Architect | 30134

Customer Success Tokyo, Japan


Description

Job Title: Success Architect  

Organization: Customer Outcomes  

Company  

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. As  

part 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  

adoption  

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  

Manager/Director  

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  

industries.  

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  

challenges,  

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,  

DevOps.  

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  

plus  

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 talent.acquisition@servicenow.com 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 [talent.acquisition@servicenow.com] so that we can consider whether we can make any adjustments to the process.