Customer Success Architect

at  Servicenow

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description

WHAT YOU GET TO DO IN THIS ROLE

“If our customers are successful, we are successful!” This will be your mantra. You will bring it to life by delivering consultancy and services to F500 companies up to the CxO level. You are building relationships across customers and partners and acting as a trusted advisor in many different areas like Vision & Strategy, Roadmap Development, Partner Management, Implementation Strategy, Value Management, Governance, and Product Adoption – just to name a few. There’s plenty of standardized ServiceNow best-practice material available so you can respond to the customer’s needs. In that fashion, you will be working with 1-3 customers, organizing your work yourself. This is one side of the medal.
On the other side, you are orchestrating the internal collaboration of the ServiceNow account team. Because you are not alone. Our philosophy that we live day in and day out is “Teamwork makes the Dream work”!
The final objective is a successful, happy customer that will provide a high customer satisfaction rating based on the achievement of tangible value derived from their digital transformation.
Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• A passion for working with customers
• Fluent C-level German and English
• 8+ years of progressive experience as part of a professional services organization; or equivalent education/experience
• Worked in advisory roles focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience at F100-1000 accounts
• Depth in digital transformation design, implementation, and management
• Expertise in one industry, “minors” in one or two additional industries
• IT, HR, or GBS transformation experience
• Experience in establishing and maintaining executive relationships with CxO and business line leaders including managing expectations
• Identified business outcomes, and goals and have achieved them
• Experience in serving as part of a client account leadership team
• Developed account partnering (co-delivery) relationships with large consultancies and technology implementation firms
• Right to work in the country
  Additional Information