Principal Product Success Architect

What you get to do in this role:Be Part of the Product Success Architect Team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.Develop innovations to speed time to value for ITOM suite of productsHandle customer issues that are unable to be solved by support or PS staffEngage and collaborate closely with the ServiceNow R&D teams on escalated technical issuesLead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product linesBe a key member of the overall implementation partner teamPrepare client facing and internal deliverables that are technology relatedDrive the continuous improvements of our implementation methodology based on client experiencesResponsibilitiesManage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.Customer oriented R&D (CORD) – collect information from the field based on customer requirements, use cases, wish lists, as well as explore new cutting-edge technologies, and devise their incorporation into the different products.Develop best practice protocols based on experience collected from customer implementations.Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.Handle customer issues that are unable to be solved by support or PS staff.Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.Develop innovations within the product to speed time to value, make implementations easier, and expand coverage for new technologies.