Business Transformation Solution Architect - CEG

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Team: Customer Success is mission-critical for long-term growth, and we have clear visibility into our customers’ major pain points and challenges on their business transformation journey. Customer Excellence Group (CEG) exists to make our customers business transformations wildly successful. CEG partner with our customer organizations to provide the right level of post-sales support to ensure our AI platform for business transformation is delivering exceptional business outcomes.

This team of Business Transformation leads delivers on a unique opportunity to make a substantial impact on the organization's growth and success. The ideal candidate is a proven digital transformation leader with both pre-sale and post-sale experience. They must have the ability to collaborate effectively, foster relationships, and demonstrate a keen intellectual curiosity that builds trust with senior leaders and stakeholders throughout the organization. The candidate must bring a combination of GTM expertise, proven transformation experience, deep product & market domain knowledge, and business consulting excellence to drive results. 

About the role:

As a Business Transformation Solution Architect, you will play a critical role in ensuring our customers realize maximum value from their investment in the ServiceNow platform. You will partner with senior stakeholders pre- and post-sale to tailor Deployment, Success and Advisory solutions that align to their strategic goals, driving measurable business transformation outcomes.

The Business Transformation Lead – Major Area, EMEA will combine a deep understanding of product capabilities, and market and competitive dynamics, with a passion to directly inform product roadmap and help our GTM, IV, Partner, and customer ecosystem understand how to achieve successful business transformations with ServiceNow. The Lead will be customer facing and will be deeply involved with driving CEG ales

enablement and process with our go to market functions, partners, and their customers. This role will focus on driving growth strategy, enhancing CEG solution sales capabilities, and orchestrating cross-functional ecosystem efforts to build and convert a robust sales pipeline and capture market opportunities.

Key Responsibilities:

• 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 (SAEs, 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 EMEA 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, IV, 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 offering

To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 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.

 

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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