ServiceNow
SaaS
SolutionArchitect
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“Solution Architect at ServiceNow. Skills: CRM Architect, Customer Delivery, Pre-sales Solutioning. Lead and architect complex ServiceNow CRM implementations. Own delivery quality and customer outcomes”
What You'll Achieve.
Driving measurable outcomes; Win trust and close deals; Customer success; Driving customer engagement toward business outcome and value realization; Driving long-term customer value; Promote faster time to value
Industry & Context.
Respond to customer challenges; Develop implementation strategies; Address customer requirements and business issues
Travel up to 25% annually, Export control regulations compliance
What They're Looking For.
Must Have
10+ years of experience in customer-facing implementation and delivery roles, 10+ years in the CRM technology industry, Demonstrated pre-sales or solutioning experience, Deep domain knowledge in Customer Relationship Management, Ability to perform deep architectural advisory work, Ability to perform hands-on configuration and coding in ServiceNow, Excellent verbal and written communication skills, Highly data-driven, Commitment to driving customer engagement toward business outcome and value realization
Nice to Have
ServiceNow CSA and CSM certified
What You'll Do.
Lead and architect complex ServiceNow CRM implementations
Own delivery quality and customer outcomes
Partner with sales teams on pre-sales pursuits
Engage and collaborate with R&D teams
Influence and consult sponsors and stakeholders
Review customer architecture
and system integrations
Configure solution environments
Mentor field resources
Share best practices and known solutions
Collaborate with Product Management and Development
How You'll Work.
Team & Collaboration
Partner with sales teams; Engage and collaborate with ServiceNow R&D teams; Collaborate with Product Management and Development
Communication Scope
Chair sessions; Present to executives; Facilitate workshops; Excellent verbal and written communication skills
Process & Methodology
Scoping engagements, Developing implementation strategies, Creating project scopes, Developing delivery roadmaps, SOW content development, Effort estimates, Risk assessments
Full Job 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 — 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. About the Role ServiceNow 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 ServiceNow 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 reali
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