Solution Architect

Hiring Locations:

Addison – Atlanta – Autin – Boston – Chicago – Columbus – Dallas – Denver – Houston – Huntsville – Jersey City – Kirkland – Los Angeles – Minneapolis – Mountain View – Nasville – New York – Orlando – Philadelphia – Phoenix – Pleasnton – Portland – Releigh – San Diego – San Francisco – Santa Clara – Seattle – Vienna – Waltham – Washington, D.C. – West Palm Beach

Serve as the strategic advisor to customers, aligning ServiceNow capabilities to their business priorities and transformation agenda
Design and deliver tailored Success and Advisory solutions that ensure adoption, value realization, and long-term customer success
Guide executive sponsors and program leaders on governance, change management, and value measurement frameworks
Collaborate cross-functionally with Customer Success, Product, and Professional Services teams to ensure a seamless and impactful customer journey
Act as a trusted partner, helping customers build internal capability and maturity to sustain transformation outcomes
Lead the end-to-end cross-functional engagement across complex business transformation opportunities, engaging with Sales Leaders and Partners at all levels to create engagement, excitement, and the support to world-class transformation proposals
Strategically design and execute the internal engagement plan and campaigns with the sales and go to market organization based on prioritized customer accounts in early sales stages
Develop a deep understanding of customer needs, use cases, and success outcomes, pre- and post-sale to influence positive customer sentiment
Be a champion for enablement activities associated with the introduction and evolution of CEG in region
Participate in Geo and Area Quarterly business reviews to provide insight, coaching, and updates on CEG priorities
Deliver and refine high quality sales enablement content that describes the value of CEG innovation with a deep focus on value to the customer
Support talent acquisition and enablement for key members of Customer Excellence Group (Services Sales, Success Squads, Solution Sales) in region
Develop best practices assets and prescriptive sales plays to drive adoption by customers and partners
Support and enable Inspire Value with strategic engagements/EBCs and BVA generation for CEG
Support the penetration of ServiceNow Impact in all Top customers, refining an effective strategy and supporting our ANZ field sales
Partner with Delivery to capture unique business needs to inform CEG product strategy with requirements, new features, Accelerators, etc.
Work in close coordination with Sales, Solution Consulting, Inspire Value, Product Marketing, Success resources, and Technical Alliances to inform product strategy, go-to-market and customer adoption plans
Develop customer references and customer spotlights
Build customer relationships and become the trusted expert for the product for the sales organization to bring into high stakes customer conversations
Establish and cultivate strong c-suite relationships to inform product evolution and method development
Lead cross-functional teams and provide thought leadership on how our advisory, ES and co-delivery can be optimized as part of our offerings
Qualifications
To be successful in this role, we need someone who has:

Proven experience in business transformation, deployments, customer success, or advisory roles within SaaS
Strong understanding of the ServiceNow platform and enterprise business functions
Strategic mindset with the ability to link technology investments to tangible business outcomes
Drive to be an innovative self-starter with a passion for getting things done
Exceptional communication skills who can build trust with internal partners quickly and engage with customers across all levels of leadership
10+ years Enterprise Business Transformation experience
10+ years of Customer Success experience
5+ years of combined experience in software solution consulting, offering development and strategic account management.
Track record in creating winning Transformation Success solutions that address evolving customer needs
Deep understanding and experiences of SaaS product management, account strategy management, leadership, sales operations, change management and organizational transformation
Strong business and financial acumen
Executive presence, strong written and oral communication skills
Excellent people and leadership skills to interact with customers, executive staff, colleagues and cross-functional teams, and third parties.