Solution Architect

Company Description

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 - Service Now 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.

Job Description

About the Role

Service Now is seeking a driven CRM Architect Director to serve a dual mandate: leading hands-on customer delivery engagements and partnering with our sales organization on pre-sales solutioning and scoping. This role sits at the intersection of delivery excellence and revenue growth, requiring equal fluency in architecting real-world CRM implementations and shaping compelling, credible solutions for prospective customers.

Approximately half of your time will be spent in active delivery - guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will be spent in pre-sales - working alongside account teams to scope engagements, respond to customer challenges, and develop implementation strategies that win trust and close deals. This is a rare opportunity for an architect who thrives both in the field and in front of prospects.

What You Will Do

* Lead and architect complex Service Now CRM implementations, owning delivery quality and customer outcomes end-to-end

* Partner with sales teams on pre-sales pursuits - scoping engagements, developing implementation strategies, and building customer confidence in our approach

* Create and present compelling solution designs, project scopes, and delivery roadmaps for prospective customers

* Develop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectations

* Demonstrate a deep sense of empathy for the customer and genuine passion in helping them succeed

* Engage and collaborate with Service Now R&D teams on escalated technical issues

* Influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problems

* Review customer architecture, design processes, and system integrations to the platform

* Configure solution environments to address customer requirements and business issues

* Mentor field resources in implementation methodology, configuration, and best practices for CRM applications

* Share best practices and known solutions with internal teams, the community, and customers to promote faster time to value

* Collaborate with Product Management and Development to enhance Service Now products with capabilities that address customer needs

* Stay current on competitive analyses and articulate differentiators between Service Now and its competitors

Qualifications

Our ideal candidate:

* 10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer - ideally in professional services or consulting

* 10+ years in the CRM technology industry

* Demonstrated pre-sales or solutioning experience - including SOW development, scoping, effort estimation, or pursuit support

* Deep domain knowledge in Customer Relationship Management

* Ideally Service Now CSA and CSM certified

* Ability to perform deep architectural advisory work as well as hands-on configuration and coding in Service Now

* Excellent verbal and written communication skills, including ability to chair sessions, present to executives, and facilitate workshops

* Highly data-driven with commitment to driving customer engagement toward business outcome and value realization

* Fanatical about customer success and tenacious at driving long-term customer value

* Must be able to travel up to 25% annually, when applicable

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust.…