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Director, Success Architect


Source: uWorkin


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 Director, Success Architect will be responsible for developing and maintaining C-level executive relationships across 1-2 accounts as well as mentoring a team of Success Architects. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.

What you get to do in this role:

  • Manage a team of 3-6 Success Architects, responsible for inspiring, guiding and mentoring your team
  • Develop strong executive relationships with C-level leaders as well as ecosystem partners
  • Service 1-2 Very Large and Large enterprise accounts, understanding their business objectives and developing customer roadmaps
  • Define, realize, and benchmark business value
  • Define and execute winning co-delivery models, championing ServiceNow’s best practices
  • Develop implementation strategies and readiness process to accelerate time to value
  • Establish and deliver operating model and account delivery governance
  • Contribute thought leadership on how advisory, expert services, and Co-Delivery can be optimized
  • As a team deliver high customer satisfaction metrics, , Quality Assurance, and profitability for your assigned accounts

In order to be successful in this role, we need someone who has:

  • Minimum 7 years in management consulting leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations (Digital/SaaS/Enterprise Software)
  • Demonstrated success leading a team of individual contributors
  • Proven track record of success at Fortune 50-500 accounts
  • Understanding of issues and imperatives driving digital transformation across industry
  • Depth in digital transformation design, implementation, and management
  • Deep expertise in one industry, “minors” in one or two additional industries
  • 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, serving as part of a key client account leadership team
  • Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSI’s)5+ years large program experience (multi-tracked, OCM)
  • Familiar with multiple ServiceNow product suites
  • Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients

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.

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