Impact Squad

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Impact Squad Release version: Zurich

    The Impact Squad is a dedicated team of experts designed to assist organizations in overcoming unique transformation challenges using ServiceNow. This team comprises various roles, each focused on delivering tailored support and strategies to enhance business success and product utilization.

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    Key Features

    • Customer Success Manager: Acts as the main contact for coordinating content and best practices. Responsibilities include managing customer portfolios, addressing roadblocks, conducting reviews, and promoting customer advocacy.
    • Customer Success Executive: Advises on digital transformation strategies and helps shape governance and operating models to achieve business outcomes. This role focuses on value management and operational consistency.
    • Platform Architect: Provides guidance on technology strategy, governance, and solution design. This role ensures a standardized technical architecture and minimizes long-term risks while facilitating platform innovation.
    • Support Account Manager: Manages support services and platform performance with operational reviews, performance reports, and case management to ensure optimal functioning of the ServiceNow platform.

    Key Outcomes

    By leveraging the Impact Squad, customers can expect enhanced support in achieving their transformation goals, improved governance and strategy alignment, optimized platform performance, and a structured approach to managing risks and driving value. This collaborative effort ultimately leads to successful ServiceNow adoption and long-term business value.

    Your Impact Squad is a team of on-demand experts who work with you to take on your teams unique transformation challenges.

    Table 1. Impact Squad Members
    Title Role
    Customer Success Manager Acts as the primary point of contact for curating and coordinating content, best practices, and recommendations aligned with your organizational goals and ServiceNow product mix.

    Key responsibilities:

    • Serves as your advocate for business value and orchestration lead across all Impact features and benefits.
    • Manages delivery of Impact Foundations, Impact Accelerators, and the development and execution of your Impact Plan.
    • Oversees a diverse customer portfolio, ensuring deliverables align with goals, business objectives, capabilities, and success metrics.
    • Drives recommendations, addresses roadblocks, provides updates, refines the Customer Impact Plan, and reports on adoption.
    • Conducts periodic business reviews, kick-off calls, and regular check-ins with customers.
    • Coordinates with internal teams (Sales, Product, Support) to resolve issues, mitigate risks, and drive customer success.
    • Manages critical risks and mitigation strategies through a predefined process, ensuring smooth onboarding for new customers.
    • Promotes customer advocacy by highlighting success stories and use cases.
    Customer Success Executive An accomplished digital transformation leader who advises on strategy, governance, value management, and program execution to help you achieve desired business outcomes. Drawing on insights from numerous successful engagements, this role specializes in guiding customers through key transformation decisions across the ServiceNow journey.

    Key responsibilities:

    • Drives your ServiceNow transformation strategy and roadmap to achieve business objectives.
    • Identifies the right implementation plan and partner strategy to accelerate outcomes.
    • Builds governance and operating models that ensure success and drive user adoption.
    • Applies value management to measure progress and strengthen transformation results.
    • Serves as a trusted advisor, coordinating ServiceNow experts and resources for enduring success.
    • Shapes organizational strategy by identifying trends, refining best practices, and aligning delivery approaches with market demands.
    • Drives operational consistency and excellence by standardizing delivery methods and ensuring quality with Delivery teams.
    • Contributes to innovation with cross-functional teams to enhance ServiceNow’s offerings.
    Platform Architect Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture as follows:
    • Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success.
    • Drives standardization and best practice platform management, enabling you to focus on value delivery.
    • Institutes technical governance to optimize platform performance and minimize long-term technical risk.
    • Enables rapid upgrades to new features and innovation that drive new value.
    • Builds a platform team focused on delivering value and innovation.
    Support Account Manager Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows:
    • Bi-weekly operational reviews​
    • Monthly performance reports​
    • Quarterly periodic support reviews​
    • Case management and escalations​
    • Problem management and reporting​
    • Change management and reporting​
    • Upgrades, patch planning, and oversight