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 — 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.

Job Description

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

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 ServiceNow CSA and CSM certified
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

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Solution Architect

Key skills

About this role

Company Description

Job Description

Qualifications

Additional Information