Solution Architect at ServiceNow

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 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