Principal Product Success Architect

Support Customer Implementations: Lead/Contribute to the successful delivery of ITOM projects for global customers, ensuring issues are resolved promptly and satisfaction remains high. Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes. Assist with Escalations: Work with senior team members to resolve customer issues that cannot be addressed through standard support channels. Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability. Partner closely with ServiceNow R&D teams to resolve technical escalations, influence product direction, and drive continuous improvement. Also define and refine best practices by leveraging insights from real-world customer implementations across industries and geographies.