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 **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 **Work Personas** We approach our distributed world of work with flexibility and trust. **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.