*Candidate must reside in Montreal \& be French speaking*
What you get to do in this role:
The Customer Outcomes Principal Success Architect will develop C-level executive relationships and relationship management across customer accounts. The overriding objective for the Success Architect will be to improve Customer Outcomes at these accounts leading to customer's product adoption and value realization.
An ideal candidate will have achieved a senior level position and successful track record in management consulting, solution consulting, and/or industry consulting focused on digital, 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.
- Cultivate trusted advisor status with executive customer stakeholders
- Become an expert in ServiceNow value methodology and engage in regular (at least quarterly) value review with customers
- Understand customer strategic goals and contribute to customer roadmap development aligned with the customer's product adoption strategy
- Execute winning co-delivery models
- Define, realize, and benchmark business value
- Develop relationships with ecosystem partners in order to deliver exceptional customer success
- Develop implementation strategies and readiness process to accelerate time to value
- Experience with creating and refining operating model governance
- Maintain account level relationships in order to support clear value proposition within the account
- Participate in account delivery governance
- Advocate/champion ServiceNow's best practices
- Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
- Deliver high customer CSAT metrics for assigned accounts
