Success Architect - Customer Service Management at ServiceNow (Remote)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

The Customer Outcomes Success Architect - Customer Service Management specialist will be responsible for assisting clients transform their Customer Service and Support (CS&S) functions utilizing ServiceNow’s platform to achieve their business outcomes. The Success Architect will develop and maintain senior level relationships leading to the client’s product adoption, realization of business outcomes, renewals, and expansion of ServiceNow offerings within their business.

An ideal candidate will have achieved a senior level position and successful track record in CS&S organizations and/or equivalent management consulting firms focused on technology and organizational transformation within the CS&S space. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success by assisting them with business value identification, road mapping, as well as advising and defining successful execution strategies within the context of CS&S and how best to get the most value from our ServiceNow products.

What you get to do in this role:

  • Assist in the design and execution of Customer Service digital transformation programs across multiple clients
  • Provide subject matter guidance to customers in the realm of Customer Service Management, Field Service Management and Connected Operations. Guide customers on what we are seeing other customers are doing and help prevent customers from getting into tough situations by over-customizing
  • Develop strong executive relationships with heads of CS&S business leaders
  • Understand business objectives and develop customer roadmap
  • Engage senior business leaders on best practice and explain the implications of functional decisions on the KPIs that matter to a CS&S leader such as NPS, CSAT, % case deflection, increased revenue, reduced cost, etc.
  • Define, realize, and benchmark business value
  • Define and execute winning delivery models with our partners and build relationships with the ecosystem
  • Develop implementation strategies and readiness process to accelerate time to value
  • Establish delivery operating model governance
  • Advocate/champion ServiceNow’s best practices
  • Contribute thought leadership on CS&S and link that to how advisory, expert services, and partner delivery
  • Deliver against our KPIs for the team such as NPS, improving adoption of products, business value realization and renewal of CS accounts


  • BA/BS or equivalent10+ years of experience in customer-facing leadership role assisting customers with Customer Service transformations
  • Proven track record of success at F50-500 accounts and building executive relationships
  • Knowledge of customer service management, field service management, customer self-service, customer community and knowledge management processes / technologies
  • Understanding of operating models, issues and imperatives driving digital transformation in Customer Success and Support functions
  • Ideally ServiceNow CSM & FSM certified. If not, experience and knowledge of ServiceNow’s Customer Service Management toolset or equivalent leading SaaS offerings such as Salesforce ServiceCloud and Oracle ServiceCloud
  • Experience in on of key verticals a plus, Telco, FinServe, Healthcare
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Track record of expanding offerings with clients
  • Experience owning outcomes/accountability to a CxO position
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Must be able to travel up to 25% annually

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.

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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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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