Principal Product Success Architect - Remote

Overview

The Principal Product Success Architect will provide expertise to support customers in maximizing their value from ServiceNow investments, focusing on Customer Service Management and Field Service Management applications.

In Short

• Empathize with customers and help them succeed.
• Collaborate with R&D teams on technical issues.
• Influence and consult on business process and technical problems.
• Analyze and recommend strategies based on business priorities.
• Gather requirements and create process mapping documentation.
• Excellent communication and presentation skills.
• Create innovative solutions leveraging ServiceNow’s CIWF Solutions.
• Mentor field resources in implementation methodology.
• Review customer architecture and system integrations.
• Contribute to sales campaigns focused on CIWF.

Requirements

• Experience integrating AI into work processes.
• 10+ years in customer-facing implementation roles.
• 10+ years in Customer Service technology industry.
• Deep knowledge in Contact Center and Customer Service processes.
• ServiceNow CSM & FSM certification preferred.
• Ability to perform deep architectural advisory work.
• Passionate about customer success.
• Data-driven with a focus on customer engagement.
• Excellent verbal and written communication skills.
• Willingness to travel up to 25% annually.

Benefits

• Flexible work environment.
• Inclusive company culture.
• Opportunities for professional growth.
• Access to innovative technology.
• Support for work-life balance.