Principal Success Architect

Job Description

The 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, a clinical professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

To propel our next phase of growth, ServiceNow is investing in our Life Sciences Vertical Industry. This means we are seeking candidates that have experience in Life Sciences—including Pharmaceutical Companies and Medical Device Manufacturers—and Healthcare—including Payers and Providers.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks. This role will join the Customer Success team focused on the Life Sciences and Healthcare industry, looking to leverage the ServiceNow platform to drive digital transformation and be a part of fundamentally reshaping the industry by partnering with industry leading companies and partners.

The Role

The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 1-2 Life Sciences and Healthcare 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. This will be accomplished by leading engagements to provide prescriptive guidance to solve our customers toughest problems so that they achieve their business outcomes.

An ideal candidate will have achieved a senior level position and successful track record in management consulting, (professional services firms), deep life sciences and healthcare industry experience 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:

• Servicing 1-2 VLE/LE accounts
• Develop strong executive relationships with CIO, CFO, CHRO and business leaders
• Ability to present to large customer audiences and build credibility with CxOs
• Proven track record of and passion for building relationships with sales teams as a trusted advisor on account strategy and strategic opportunities
• Understand business objectives and develop customer roadmap
• Define, realize, and benchmark business value
• Define and 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 thought leadership on how advisory, expert services, and Co-Delivery can be optimized
• Deliver high customer sat metrics for assigned accounts
• Ability to thrive in a super-fast paced, constantly evolving company

To be successful in this role, we need someone who has:

• Ideal candidates would have leadership experience at a Life Sciences or Healthcare company (business or IT), have sold and delivered Life Sciences and Healthcare transformation projects as a System Integrator, OR have product marketing or presales leadership background at a Life Sciences and Healthcare focused software vendor
• Industry vertical expertise in the Life Sciences and Healthcare industry
• BA/BS or equivalent
• Minimum 7 years in management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record of success at F50-500 accounts
• Understanding of issues and imperatives driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Middle and back office functional experience
• IT, HR, and GBS Transformation experience
• Strong executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying business objectives and solving business challenges
• Experience serving as part of a key client account leadership team
• Track record of expanding offerings with clients
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implantation firms, Big 4, GSIs
• 5+ years large program experience (multi-tracked, OCM)
• Experience owning outcomes/accountability to a CxO position
• Co-Delivery experience with Big 4, large SIs
• Knowledge of ServiceNow - ideally the candidate will have knowledge and experience with one or multiple ServiceNow product suites