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Senior Principal Success Architect

Element AI

Element AI

Staines-upon-Thames, UK
Posted on Friday, April 19, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is looking for a rockstar Senior Principal Customer Success Architect. You will be part of the Customer Outcomes team where our purpose is to accelerate platform adoption and improve our customers outcomes. This is a strategic advisory role where you will get the opportunity to go wide and deep helping our customers achieve their vision.

What you get to do in this role:

The Senior Principal Customer Success Architect will develop executive relationships across a set of customers. The overriding objective for the Senior Principal Customer Success Architect will be to improve the value customers obtain from ServiceNow, increasing product adoption and customer satisfaction.

  • Develop and maintain executive relationships to maximise ServiceNow’s presence and influence in customers and working in tandem with the internal account team to develop strategic vision
  • As part of our Impact product, you will lead a multi-disciplined team to deliver value to your customers
  • Deliver ongoing consultative support and ServiceNow Best practice to your complex customer environments across the following disciplines
    • Vision, strategy and road-mapping
    • Governance
    • Value management
    • Eco system strategy and relationships
    • Programme design and enablement of ServiceNow Centre of Excellence
  • Coach and/or sponsor emerging customer
  • Provide thought leadership into global best practices and frameworks, and drive the evolution of one or more initiatives and/or industry verticals
  • Provide and promote industry insight


To be successful in this role you have:

  • Over 12 years of experience providing advisory and thought leadership in customer success, professional services, and consultancy, specializing in facilitating digital transformations within intricate environments.
  • Held leadership roles in management consulting at renowned firms, focusing on technology-driven transformations, including Digital, SaaS, and Enterprise Software.
  • Deep passion for customer engagement, particularly in navigating complex business landscapes.
  • Proven track record in building and nurturing relationships across matrices, effectively collaborating, and influencing stakeholders:
    • Internally within ServiceNow.
    • Extending to all levels, including C-Suite executives, within client organizations.
    • Collaborating with key stakeholders within the partner ecosystem.
  • Demonstrated success in shaping the strategic direction of clients, aiding them in achieving tangible and quantifiable value.
  • Proficient understanding of the ServiceNow platform and its future trajectory, enabling the translation of strategic objectives into measurable business outcomes.
  • Skilled in identifying and defining business goals and outcomes, with a proven ability to garner stakeholder sponsorship at the CxO level.
  • Experience in co-delivering projects with partners within the ecosystem.
  • Comprehensive understanding of the challenges and objectives driving digital transformation across various industries.
  • Possessing the right to work in the UK.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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