About the RoleServiceNow 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 DoLead and architect complex ServiceNow CRM implementations, owning delivery quality and customer outcomes end-to-endPartner with sales teams on pre-sales pursuits — scoping engagements, developing implementation strategies, and building customer confidence in our approachCreate and present compelling solution designs, project scopes, and delivery roadmaps for prospective customersDevelop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectationsDemonstrate a deep sense of empathy for the customer and genuine passion in helping them succeedEngage and collaborate with ServiceNow R&D teams on escalated technical issuesInfluence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problemsReview customer architecture, design processes, and system integrations to the platformConfigure solution environments to address customer requirements and business issuesMentor field resources in implementation methodology, configuration, and best practices for CRM applicationsShare best practices and known solutions with internal teams, the community, and customers to promote faster time to valueCollaborate with Product Management and Development to enhance ServiceNow products with capabilities that address customer needsStay current on competitive analyses and articulate differentiators between ServiceNow and its competitors
