Advisory Solution Architect, Customer Service Management (CSM)

| West Suburbs

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. ServiceNow is building on our reputation for Service Management and extending our platform, so our customers may now take advantage of a Service Management approach to support their customers. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better and inspiring each other to be better as well.

As a member of our pre-sales team you will have a major impact on our future success. While customers have extended ServiceNow to support their external customers for years, this is a relatively new and exciting product focus for ServiceNow. Members of this team will have an opportunity to grow this business from the ground floor, along with support from the business unit, executive team, and sales.
As a Advisory Solution Architect, Customer Service Management (CSM), you will be responsible for supporting the product sales effort by using your technical and customer service domain expertise to address customers’ business issues, demonstrate technical credibility and convey value. You will play a key role in the sales process by facilitating customer requirements discovery sessions, building reusable assets such as demos, configuring the product for proof of concepts, and gathering customer feedback for future product innovation. Strong technical, sales and consulting skills as well as the ability to translate technical capabilities into business benefits are crucial for this role.

Responsibilities:

· Support product sales as a customer service management technical and domain expert.
· Develop and maintain a showcase of re-usable Customer Service Management solutions, including demos, case studies and presentations
· Help create and facilitate programs that enable other Solution Consultants to demonstrate the value of Customer Service Management on the ServiceNow platform
· Configure and deliver product demonstrations to address customer requirements and business issues in person and through WebEx
· Add technical credibility and demonstrate deep familiarity with product infrastructure, security and networking.
· Handle technical and functional questions from customers, channel partners and colleagues as an active participant on the ServiceNow Community portal.
· Collaborate with ServiceNow professional services and consulting partners.
· Collaborate with product management and development team members to enhance ServiceNow products with new features that address customer needs.
· Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
· Respond to RFIs / RFPs.
· Support marketing events, including executive briefings, conferences, user groups, trade shows, analyst demonstrations, and webinars.
· Achieve quarterly and annual goals assigned by management.

In order to be successful in this role, we need someone who has:

· Pre-sales solution consulting, sales engineering or professional services experience in the Customer Service Management or CRM software industry.
· Experience configuring and customizing customer service applications such as Salesforce Service Cloud and Oracle Service Cloud (SaaS/cloud experience is preferable).
· Technical experience integrating CRM with CTI, workforce management and other customer service technologies.
· Good understanding of contact center operations and the customer experience domain.
· Proven pre-sales skills, including the ability to customize solutions, facilitate product demonstrations and effectively communicate ServiceNow value proposition and key differentiators to prospects.
· Experience speaking with both business and technical customers at all levels
· Proficiency with the ServiceNow Platform or exhibits technical expertise in Saas/cloud applications with the ability to learn new technology.
· Experience working collaboratively with product management, product marketing and product development
· Self-starter with the ability to effectively complete tasks and projects with minimal supervision
· A high degree of passion, energy, drive and willingness to travel

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

In addition to having neighbors such as Google and McDonald’s new global HQ, the West Loop is home to Chicago’s “Restaurant Row."

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

At ServiceNow, we believe that a life well-worked is critical to a life well-lived. And we believe in the power of the individual to achieve amazing things.

Our employees are united in the desire to be part of a company that has a long-lasting, positive, global impact. They get their voices heard and have the satisfaction of seeing their hard work brought to life.

Come build something awesome. We’ve got all the benefits you’d expect, and all the opportunities you want.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Pet Friendly
Dog and cat friendly!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Lunch and learns
Online course subscriptions available
Paid industry certifications
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