Solution Architect

ServiceNow • Addison, TX

9h • Hybrid

About The Position

ServiceNow, founded in 2004 in San Diego, California, is a global market leader providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Their intelligent cloud-based platform connects people, systems, and processes to enable organizations to work smarter and faster. The company is seeking a driven CRM Architect Director to fulfill a dual mandate: leading hands-on customer delivery engagements and partnering with the sales organization for pre-sales solutioning and scoping. This role requires expertise in both architecting real-world CRM implementations and developing compelling solutions for prospective customers. Approximately half of the time will be dedicated to active delivery, guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will involve pre-sales activities, working with account teams to scope engagements, address customer challenges, and create implementation strategies to secure deals. This position offers a unique opportunity for an architect who excels in both field delivery and client-facing pre-sales.

Requirements

• 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
• Ability to perform deep architectural advisory work as well as hands-on configuration and coding in ServiceNow
• 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

Nice To Haves

• ServiceNow CSA and CSM certified

Responsibilities

• 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 realistic delivery expectations
• Demonstrate a deep sense of empathy for the customer and genuine passion in helping them succeed
• Engage and collaborate with ServiceNow 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 ServiceNow products with capabilities that address customer needs
• Stay current on competitive analyses and articulate differentiators between ServiceNow and its competitors

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees