Product Success Architect: Unlocking Customer Value

hace 3 semanas

San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

**Unlocking Customer Potential at ServiceNow**

At ServiceNow, we empower customers to achieve their goals through innovative solutions. As a Senior Product Success Architect, you will be part of our team that makes this vision 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.

As a key member of our global customer success organization, you will help customers unlock business value and accelerate the adoption of our products through delivering technical accelerators.

What You'll Do:

  • Present and deliver technical accelerators to complex, large enterprise customers remotely.
  • Prepare all client-facing and internal deliverables that are technology-related.
  • Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
  • Guide development of new offerings for our technical accelerator portfolio.
  • Engage with customers' requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations.
  • Demonstrate the product, both standard and tailored to customer needs.
  • Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
  • Develop and maintain strong working relationships with other teams.
  • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
  • Mentor resources and peer review development work.

Your Qualifications:

  • Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments.
  • Knowledge of technical components such as LDAP, SAML/SSO and integrations that make use of these technologies.
  • Ideal experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence and Performance Analytics products.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment.
  • Experience working with Agile methodologies.
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
  • Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders.
  • (Fluency in Portuguese is a plus).
  • Has ServiceNow certifications and is prepared to study for, obtain and maintain more.
  • Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories.
  • Loves to win as a team and work efficiently in a collaborative environment.
  • A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
  • Have a hungry and humble mindset; and proactively seek help when challenges arise.

About Us:

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.

Estimated Salary: $120,000 - $180,000 per year, depending on location and experience.

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